Customer Service Director
6 months ago
We are looking for an inspiring and passionate leader, who can transform our multi-channel contact and support services to** wow our customers.** As Customer Service Director, you'll be at the forefront of all Operations services provided to our customers.
You'll be inquisitive and keen to challenge the status quo, **helping us do things better, faster and safer.** A driver of innovation and new ways of working, you'll bring the right people together, to make a difference to our customers and their clients.
This role is key to developing and implementing operational strategies to enhance the overall customer experience; an ambassador for automation and optimising our customer journeys that makes us easy to do business with; **obsessed about efficiencies and continuous improvement throughout our customer journeys.**
Reporting to the Chief Operating Officer, you'll be a key member of the COO senior leadership team, leading all the operational customer contact and support teams as well as be a senior internal stakeholder across the partnership, as the ultimate champion of customer service and experience.
**The benefits**:
- Salary - £120,000 - £140,000
- Bonus scheme - on target bonus - 30%
- Car allowance - £7245
- Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
- Critical illness cover
- Income protection - 1x salary
- Death in service - 4x salary
- 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
- A range of other flexible benefits to include private medical insurance, dental insurance and much more.
**Key Accountabilities**:
- Develop and implement strategies to **transform the overall customer experience**.
- Drive change and deliver operational efficiencies that truly make an impact.
- Lead all operational managers and teams driving a **customer obsessed mindset**.
- Oversee the daily operations of the teams, including but not limited to customer inquiries, adviser vetting, advice quality checking, financial promotions, payments, provider and agency management, and resolution management.
- Establish and maintain effective communication channels with customers ensuring their needs are met.
- Foster a positive and collaborative work environment, promoting team work, continuous improvement environment adopting a **positive change mindset**.
- Coach managers to create high performance and achievement of departmental and functional objectives consistently.
- Collaborate with teams across the partnership (Partners, Senior Leaders and colleagues)
- Analyse customer feedback and data to identify trends, areas of improvement and opportunities to deliver operational excellence focusing on root cause analysis.
- Keep informed about industry trends, best practices and emerging technologies relating to customer service excellence and proactively recommend innovative solutions to enhance customer service operations
- Budget £8-10m, ~200 staff
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