Head of Customer Operations
6 months ago
Head of Customer Operations
Are you a seasoned professional with a passion for optimising customer experiences through digital platforms and omnichannel engagement? Do you thrive in a dynamic environment where complex customer journeys require a strategic and multifaceted approach?
Our client is a customer-centric company that specialises in providing exceptional financial services. They are now seeking an experienced individual to lead the Customer Operations team and drive customer engagement strategy to new heights.
Key Responsibilities: As the Head of Customer Operations, you will be responsible for:
- Designing and planning for operational efficiency improvements to enhance overall customer experience and streamline processes.
- Developing and implementing an omnichannel service strategy
- Leading people and performance management initiatives, including conducting 121 sessions, ensuring adherence to standard HR practices, and overseeing KPI delivery.
- Navigating complex customer journeys, particularly in the realm of financial products, where extended engagement periods, such as debt management, necessitate a multi-contact resolution approach.
- Collaborating with 3rd parties and stakeholders to ensure seamless coordination and alignment of strategies.
- Spearheading change management efforts to facilitate the successful implementation of operational enhancements and process changes.
Qualifications: To excel in this role, you should have:
- Demonstrated experience in mapping processes onto digital platforms using methodologies such as storyboarding and collating user requirements.
- Proficiency in people and performance management, including conducting 121 sessions, standard HR practices, and delivering on KPIs.
- Familiarity with managing complex customer journeys, particularly in industries with extended engagement requirements, such as financial products.
- Expertise in change management, with the ability to guide teams through operational transformations.
Compensation and Benefits: They offer a competitive salary ranging from £45,000 dependent upon your experience and qualifications. In addition to a comprehensive benefits package, including 25 days of annual leave plus public holidays, a pension scheme, life assurance, and more.
If you are a strategic thinker with a knack for optimising customer experiences through digital platforms and omnichannel engagement, and you are ready to lead a team in a fast-paced and dynamic environment, we encourage you to apply.
**Job Types**: Full-time, Permanent
**Salary**: £45,000.00-£55,000.00 per year
**Benefits**:
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
Schedule:
- Holidays
- Monday to Friday
Work Location: In person
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