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Head of Customer Service

6 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