Head of Customer Service

5 months ago


Didcot, United Kingdom OKA Full time

Foundedover 20 years ago by three entrepreneurial women with a passion for beautiful,practical and comfortable homes, OKA is more than a furniture and homewareretailer: it is a love affair with living well.

Weinspire people to confidently create a home that reflects their personality, aspace where nothing should be too precious or perfect to be enjoyed with familyand friends. British-born, today we have 13 stores across the UK and are excitedto have recently opened our third store in the US an established InteriorDesign and Trade business, a mail-order service and a thriving website.

We are currently lookingto recruit a full-time Head of Customer Service to lead and manage our CustomerService function and team, based at our office in Didcot, Oxfordshire.

We operate a hybridworking model: three or more days from the office, the remainder of the weekfrom home.

ABOUT US

We know the bestwork is done by people who enjoy their jobs, so we create a fun and nurturingenvironment where everyone feels valued and is able to thrive. We are lookingfor an agile and proactive Head of Customer Service with a positive attitudeand entrepreneurial spirit who can help us nurture this company culture.

The Head ofCustomer Service is a global role, responsible for delivering best-in-classcustomer service support to OKA customers. The Head of Customer Service isresponsible for training, development and optimising the effectiveness and performanceof a team of inhouse and remote Customer Service Advisors based in the UK andUS, with the aim of improving the overall customer experience, increasingcustomer satisfaction and loyalty and driving sales performance. This is acreative leadership position that requires proactive brand improvements andupdates via new ideas generation and implementation, and collaboration withcross-functional partners.

KEYRESPONSIBILITIES
- Directand manage the Customer Service team workflow and day-to-day operations, actingas a point of escalation when required
- Implementcustomer journey mapping to identify pain points and areas for improvement inthe customer experience. Establishpersonalised and proactive customer support approaches, including anticipatingcustomer needs and addressing them before they arise.
- Ensuretimely and efficient issue resolution, with a focus on reducing response andresolution times for customer inquiries.
- Leadand motivate the Customer Service team in the execution of their roles andoutput with a focus on consistently improving performance, efficiency andproductivity
- Fostera culture of empathy and customer-centricity within the customer services team. Provide support, training and guidance to theCS team to support performance and professional development
- Monitorand analyse Trust Pilot and other review platforms regularly to identifytrends, common complaints, and areas for improvement. Develop action plans to address negativefeedback and turn dissatisfied customers into loyal advocates
- Identifyopportunities for driving sales, including up and cross-selling
- Provideinput and recommendations to inform sales strategies
- Define,communicate and manage the CS team processes, systems and tools
- Fullownership of customer enquiries including the provision of efficient, positiveand proactive solutions to issues
- Partnerwith Finance, Tech, Retail, Trade and Warehouse teams to deliver joined up, effectivesolutions for OKA customers
- Partnerwith Marketing, Merchandising, Brand and Product teams to respond to customerfeedback and implement changes and improvements to our product offering andmessaging
- Providerecommendations to business stakeholders on CS performance and suggestedimprovements
- Ownerof the CS function, including spend, optimisation, monitoring and reporting onperformance metrics and KPIs and prioritisation of activity

ABOUT YOU
- Previous experience leading aCustomer Service function within a luxury retail environment
- Experienced user of CRM and ERPsystems
- Experience with Netsuite andSalesforce, preferred
- Enthusiasmfor innovation and staying at the forefront of customer care trends throughindustry awareness
- Strategicapproach to the development of the Customer Service function
- Strongcommercial awareness
- Datadriven, strong analytical skills
- Hands-onapproach, operating as the final escalation point for complex cases and anactive role model in the provision of exceptional customer care
- Excellent people manager with anengaging and open management style who is able to train and motivate a team,manage performance and drive productivity
- Facilitates collaborative, cross-functional working relationships toachieve business goals
- Proactive in identifying opportunities for improvement and implementingthese initiatives
- A creative, problem-solving spirit
- Passion for the OKA brand

OURBENEFITS PACKAGE
- 33 daysholiday (including bank holiday entitlement), plus Length of Service increases
- Day off foryour birthday
- BUPA HealthCash Plan
- Generousstaff d



  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    Job Title: Head of Trade ServicesWe are seeking a highly skilled and experienced Head of Trade Services to join our team at Hachette UK. As a key member of our leadership team, you will be responsible for leading our trade services function, driving business growth, and delivering exceptional customer service.Key Responsibilities:Lead the trade services...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    Job Title: Head of Trade ServicesWe are seeking a highly skilled and experienced Head of Trade Services to join our team at Hachette UK. As a key member of our leadership team, you will be responsible for leading our trade services function, driving business growth, and delivering exceptional customer service.Key Responsibilities:Lead the trade services...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    Job Title: Head of Trade ServicesAbout the Role:We are seeking a highly skilled and experienced professional to lead our trade services team. As Head of Trade Services, you will be responsible for developing and implementing strategies to improve our customer service and drive business growth.Key Responsibilities:* Develop and implement strategies to improve...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    Job Title: Head of Trade ServicesWe are seeking an experienced and skilled professional to lead our Trade Services team. As Head of Trade Services, you will be responsible for developing and implementing strategies to drive business growth, improve customer satisfaction, and enhance our market position.Key Responsibilities:Lead the Trade Services team to...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    Job Title: Head of Trade ServicesWe are seeking an experienced and skilled professional to lead our Trade Services team. As Head of Trade Services, you will be responsible for developing and implementing strategies to drive business growth, improve customer satisfaction, and enhance our market position.Key Responsibilities:Lead the Trade Services team to...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    Job Title: Head of Trade ServicesAbout the Role:We are seeking a highly skilled and experienced Head of Trade Services to lead our publisher services, trade customer services, and key accounts team through the next stage of our business transformation. As a key member of our leadership team, you will be responsible for driving business growth, improving...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    {"@context":"http:\/\/schema.org\/","@type":"JobPosting","title":"Head of Trade Services","description":"Job SummaryWe are seeking a highly experienced and skilled professional to lead our trade services team. As Head of Trade Services, you will be responsible for developing and implementing strategies to improve our service offering and drive business...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    {"@context":"http:\/\/schema.org\/","@type":"JobPosting","title":"Head of Trade Services","description":"Job SummaryWe are seeking a highly experienced and skilled professional to lead our trade services team. As Head of Trade Services, you will be responsible for developing and implementing strategies to improve our service offering and drive business...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    Job DescriptionWe are seeking a highly skilled and experienced professional to lead our Trade Services team. As Head of Trade Services, you will be responsible for developing and implementing strategies to drive business growth and improve customer satisfaction.Key ResponsibilitiesLead the Trade Services team to achieve business objectives and improve...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    Job DescriptionWe are seeking a highly skilled and experienced professional to lead our Trade Services team. As Head of Trade Services, you will be responsible for developing and implementing strategies to drive business growth and improve customer satisfaction.Key ResponsibilitiesLead the Trade Services team to achieve business objectives and improve...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    About the RoleWe are seeking a highly skilled and experienced professional to lead our Trade Services team. As Head of Trade Services, you will be responsible for driving business growth, improving customer satisfaction, and developing strategic partnerships.Key ResponsibilitiesLead the Trade Services team to achieve business objectives and improve customer...


  • Didcot, Oxfordshire, United Kingdom Hachette UK Full time

    About the RoleWe are seeking a highly skilled and experienced professional to lead our Trade Services team. As Head of Trade Services, you will be responsible for driving business growth, improving customer satisfaction, and developing strategic partnerships.Key ResponsibilitiesLead the Trade Services team to achieve business objectives and improve customer...


  • Didcot, United Kingdom OKA Full time

    Founded over 20 years ago by three entrepreneurialwomen with a passion for beautiful, practical and comfortable homes, OKA ismore than a furniture and homeware retailer: it is a love affair with livingwell. We inspire people to confidently create a homethat reflects their personality, a space where nothing should be too preciousor perfect to be enjoyed with...


  • Didcot, United Kingdom OKA Full time

    Founded over 20 years ago by three entrepreneurialwomen with a passion for beautiful, practical and comfortable homes, OKA ismore than a furniture and homeware retailer: it is a love affair with livingwell. We inspire people to confidently create a homethat reflects their personality, a space where nothing should be too preciousor perfect to be enjoyed with...


  • Didcot, United Kingdom Davidson Consulting Full time

    We have an exciting opportunity for an **Order Processing and Customer Support Executive**, working in Didcot for a leading specialist in workwear and workplace safety equipment Due to continuing expansion they are now looking for an outstanding individual to join the team at their modern air-conditioned premises. Providing a fantastic customer experience...


  • Didcot, United Kingdom Pertemps Network Group Full time

    **Job Description**: **Customer Service Advisor** - £10.50 per hour_ Didcot Pertemps Didcot are currently recruiting for a Customer Service Advisor to work in Didcot. **The successful Customer Service Advisor will be responsible for**: - Handle internal and external B2B and Interior Design customer enquiries and complaints- To take full ownership of a...


  • Didcot, Oxfordshire, United Kingdom Johnson Cleaners UK Ltd Full time

    At Johnson Dry Cleaners, we are seeking a skilled Customer Service Representative to join our team. As a key member of our sales and customer service team, you will be responsible for providing exceptional customer service and support to our clients. Your primary focus will be on ensuring that our customers receive the highest level of service and...


  • Didcot, Oxfordshire, United Kingdom Great Western Railway (GWR) Full time

    About the RoleWe are seeking a highly motivated and enthusiastic individual to join our team as a Customer Service Apprentice at Great Western Railway (GWR). As a key member of our customer-facing team, you will play a vital role in delivering exceptional customer experiences and ensuring our passengers receive the highest level of service.Key...


  • Didcot, Oxfordshire, United Kingdom Great Western Railway (GWR) Full time

    About the RoleWe are seeking a highly motivated and enthusiastic individual to join our team as a Customer Service Apprentice at Great Western Railway (GWR). As a key member of our customer-facing team, you will play a vital role in delivering exceptional customer experiences and ensuring our passengers receive the highest level of service.Key...


  • Didcot, United Kingdom Niche Recruitment Ltd Full time

    Customer Service AdvisorWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Advisor. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences through phone, email, and live chat.Key Responsibilities:Answer customer inquiries in a timely and...