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Executive Director, Customer Service
4 months ago
We have been retained by the ICO (Information Commissioner’s Office) to support them in the search for an Executive Director, Customer Service.
The ICO is a people, customer and partner passionate organisation whose strategic view is to empower their customers and colleagues and make a real difference to people’s lives.
We are seeking a transformational Customer Experience professional who has a demonstrable background in navigating an organisation through considerable change within a high volume customer contact estate.
The successful individual into this role will have an appreciation of the impact of new and emerging customer service channels and approaches with keen awareness of impacts on internal environments while introducing such change and transformation to deliver on the ambitious Customer Service strategy.
The role will lead a milti-faceted organisation of over 400 people and as a result we are seeking someone who has led large, complex Customer Service organisations. The role holder will be well versed in leadership of diverse functions across a multi-site estate and will be able to demonstrate transformational change at a high level which has driven improvements in customer contact (self serve etc) and therefore improved service levels.
The individual into this role will have the following responsibilities:
- To be the Executive level sponsor and lead for the transformation and development of a proactive and innovative customer service culture.
- Ensure strategic risks and opportunities in all areas of responsibility are managed effectively.
- To continuously develop and enhance the Customer service strategy to ensure valuable outcomes for customers.
- From the thorough understanding of customers needs, to ensure the strategic direction and service channels both meet and manage demand.
- Be the driver in ‘self-serve’ initiatives, treading the fine line between ‘too much’ and ‘too little’.
- Attain and deliver the entire organisation with customer insight, enabling the organisation to make strategic decisions around service offerings.
- Seek continuous improvement in all areas of responsibility and acting as a catalyst for efficiency, high performance, continuous improvement and innovation across the organisation.
Salary is dependent on experience within a range of 105k - 125k, benefits are as follows:
- Pension - 30.3% Employer / 7.35% Employee
- Pay Progression Scheme
- Hybrid and Flex working options
- 25 days leave + banks
- Flexi Leave (up to 26 additional days leave per year)
- Online discounts at major retailers
- Health cash plan
This is an Executive level role within a complex, professional and personable organisation where the single goal is to perform better for customers, colleagues and partners.
