Customer Service Director

6 days ago

Leeds, Leeds, United Kingdom Arbor Education Full time
About the Role

We are seeking an experienced and communicative Operations Manager to join our Customer Support team at Arbor Education. The successful candidate will be responsible for managing, coaching, and developing a team of Managers who lead the 1st Line Support function.

Key Responsibilities
  • Line manage and coach 1st line Team Leads, delivering regular performance reviews and individual development plans to ensure team success.
  • Develop and implement the 1st Line strategy for hiring, training, quality checking, and monitoring performance.
  • Ensure an outstanding customer experience by using data to inform strategy and drive business growth.
  • Act as an escalation point for customers, resolving complaints within service level agreements (SLAs) and ensuring customer satisfaction.
  • Produce regular reporting and management information for the Head of Support.
  • Collaborate with Resource Planning to assist with forecasting and team right sizing.
  • Develop and maintain relationships with outsourcing partners, ensuring high-quality performance.
  • Conduct monthly quality calibrations with Team Leads, providing regular feedback and coaching.
  • Work closely with the Partner Team Lead and Senior CSAs to inform training and coaching plans.
  • Lead second-stage interviews for new 1st Line Analysts.
  • Contribute to Customer Team & Support Team planning, suggesting ideas to streamline processes and reduce costs.
  • Identify customer risk, develop mitigation plans, and implement initiatives to improve the customer experience.
  • Represent Arbor Education values and work collaboratively with stakeholders across the organization.
About You
  • 5+ years of experience as a Team Lead or Operations Manager in a Customer Service setting.
  • Able to motivate and lead teams of varying levels of knowledge and background.
  • An outstanding communicator with the ability to disseminate information clearly and effectively.
  • Experience setting clear goals and objectives for individuals and teams.
  • Confident in reporting achievements and challenges to the wider business.
  • Demonstrate strong commercial awareness and a passion for delivering high-quality customer service.
Benefits
  • Competitive salary and benefits package.
  • Enhanced maternity, adoption, and paternity package.
  • Private dental insurance.
  • Access to employee assistance programs and wellbeing services.
  • Flexible working arrangements.
  • Dedicated professional development training budget.
  • Annual volunteering day.

  • Service Director

    5 days ago

    Leeds, Leeds, United Kingdom Lookers Full time

    Job SummaryWe are seeking an experienced and ambitious Service Director to lead our team at Lookers. As a Service Director, you will be responsible for managing all aspects of our service department, ensuring a consistently high level of performance is met.Key ResponsibilitiesProvide guidance, training, and appraisals to the service team to encourage a...

  • Service Director

    6 days ago

    Leeds, Leeds, United Kingdom Lookers Full time

    Job SummaryWe are seeking an experienced and ambitious Service Director to lead our team at Lookers. As a Service Director, you will be responsible for managing all aspects of our service department, ensuring a consistently high level of performance is met.Key ResponsibilitiesProvide guidance, training, and appraisals to the service team to encourage a...

  • Service Director

    5 days ago

    Leeds, Leeds, United Kingdom Lookers Full time

    About the RoleWe are seeking an experienced and ambitious Service Director to lead our team at Lookers. As a Service Director, you will be responsible for managing all aspects of our service department, ensuring a consistently high level of performance is met.Key ResponsibilitiesProvide guidance, training, and appraisals to the service team to encourage a...

  • Service Director

    6 days ago

    Leeds, Leeds, United Kingdom Lookers Full time

    About the RoleWe are seeking an experienced and ambitious Service Director to lead our team at Lookers. As a Service Director, you will be responsible for managing all aspects of our service department, ensuring a consistently high level of performance is met.Key ResponsibilitiesProvide guidance, training, and appraisals to the service team to encourage a...

  • Customer Service Director

    21 hours ago

    Leeds, Leeds, United Kingdom World Duty Free - WDF Full time

    About the RoleAs a Department Manager at World Duty Free - WDF, you will play a vital part in driving the success of our stores. Your primary responsibility will be to lead, develop, and motivate a high-performing team to achieve exceptional sales targets and deliver outstanding customer service experiences.Key ResponsibilitiesLead and develop a team of...

  • Customer Service Director

    19 hours ago

    Leeds, Leeds, United Kingdom World Duty Free - WDF Full time

    About the RoleAs a Department Manager at World Duty Free - WDF, you will play a vital part in driving the success of our stores. Your primary responsibility will be to lead, develop, and motivate a high-performing team to achieve exceptional sales targets and deliver outstanding customer service experiences.Key ResponsibilitiesLead and develop a team of...

  • Customer Account Director

    6 days ago

    Leeds, Leeds, United Kingdom The Talent Crowd Full time £48,000

    Job Summary:The Talent Crowd is seeking a highly skilled and experienced Customer Account Director to join our team. As a key member of our client services department, you will be responsible for leading and managing clients across various sectors, both B2C and B2B.Key Responsibilities:Lead and manage client relationships to drive business growth and account...

  • Director of Professional Services

    18 hours ago

    Leeds, Leeds, United Kingdom The Brixton Group, Inc. Full time

    Job Description**Director of Professional Services**The Director of Professional Services contributes to and executes the strategic vision leading service delivery for the PS organization - working to build and scale a services business, in a dynamic, values-led organization to enable customer and company success.You'll be responsible for developing...

  • Director of Professional Services

    21 hours ago

    Leeds, Leeds, United Kingdom The Brixton Group, Inc. Full time

    Job Description**Director of Professional Services**The Director of Professional Services contributes to and executes the strategic vision leading service delivery for the PS organization - working to build and scale a services business, in a dynamic, values-led organization to enable customer and company success.You'll be responsible for developing...

  • Deputy Director, Children and Families

    4 days ago

    Leeds, Leeds, United Kingdom Government Recruitment Service Full time

    Job Summary:We are seeking an ambitious and talented Deputy Director to lead work to improve the health of children and young people. As a member of the Senior Civil Service, you will contribute to the leadership of the Early Years, Children and Families Directorate and make a significant contribution to collective leadership across the Primary Care and...

  • Deputy Director, Children and Families

    4 days ago

    Leeds, Leeds, United Kingdom Government Recruitment Service Full time

    Job Summary:We are seeking an ambitious and talented Deputy Director to lead work to improve the health of children and young people. As a member of the Senior Civil Service, you will contribute to the leadership of the Early Years, Children and Families Directorate and make a significant contribution to collective leadership across the Primary Care and...

  • Customer Service Director

    6 days ago

    Leeds, Leeds, United Kingdom Leeds City Council Full time

    **Job Summary**Leeds City Council is seeking a highly skilled and experienced Retail Manager to join our team. As a key member of our organization, you will be responsible for leading our retail operations and driving business growth.**Key Responsibilities**• Develop and implement effective retail strategies to increase sales and revenue• Manage and...

  • Customer Service Director

    5 days ago

    Leeds, Leeds, United Kingdom Leeds City Council Full time

    **Job Summary**Leeds City Council is seeking a highly skilled and experienced Retail Manager to join our team. As a key member of our organization, you will be responsible for leading our retail operations and driving business growth.**Key Responsibilities**• Develop and implement effective retail strategies to increase sales and revenue• Manage and...

  • Customer Service Representative

    2 days ago

    Leeds, Leeds, United Kingdom Sewell Wallis Ltd Full time

    About the Role:Sewell Wallis Ltd is currently recruiting for a Customer Service Advisor to join our team. As a Customer Service Advisor, you will be responsible for providing exceptional customer service to our clients, handling high volumes of inbound and outbound calls, and resolving customer queries in a timely and professional manner.Key...

  • Customer Service Representative

    1 day ago

    Leeds, Leeds, United Kingdom Sewell Wallis Ltd Full time

    About the Role:Sewell Wallis Ltd is currently recruiting for a Customer Service Advisor to join our team. As a Customer Service Advisor, you will be responsible for providing exceptional customer service to our clients, handling high volumes of inbound and outbound calls, and resolving customer queries in a timely and professional manner.Key...

  • Customer Engagement Director

    7 days ago

    Leeds, Leeds, United Kingdom Arla Foods Full time

    Are you a seasoned commercial professional with a passion for driving category growth and nurturing customer relationships? We are currently seeking a Customer Category Controller to join our team at Arla Foods.Reporting to the Commercial Development Director, you will be responsible for developing and executing long-term category plans, securing long-term...

  • Client Services Director

    2 weeks ago

    Leeds, Leeds, United Kingdom Webanywhere Full time

    **About Webanywhere**Webanywhere is a high-growth international software company and leading provider of web design, content management system, web hosting, and mobile solutions for education organizations and businesses across North America and Europe.Our Learning Management System (LMS), Website, and Mobile Solution encompasses a comprehensive set of...

  • Customer Service Representative

    7 days ago

    Leeds, Leeds, United Kingdom Sewell Wallis Ltd Full time

    About the Role:Sewell Wallis Ltd is seeking a highly skilled and experienced customer service professional to join their team on a temporary basis with a guarantee to go permanent for the right candidate.This is a fantastic opportunity for an individual with a passion for delivering exceptional customer service to join a well-established and respected...

  • Strategic Customer Success Director

    5 days ago

    Leeds, Leeds, United Kingdom Marmion Full time

    About the RoleWe are seeking a highly skilled and experienced Strategic Customer Success Director to join our team at Marmion. As a key member of our senior management team, you will be responsible for overseeing and optimizing the day-to-day aspects of our customer success team.Key ResponsibilitiesCustomer Success Strategy: Develop and implement customer...

  • Strategic Customer Success Director

    6 days ago

    Leeds, Leeds, United Kingdom Marmion Full time

    About the RoleWe are seeking a highly skilled and experienced Strategic Customer Success Director to join our team at Marmion. As a key member of our senior management team, you will be responsible for overseeing and optimizing the day-to-day aspects of our customer success team.Key ResponsibilitiesCustomer Success Strategy: Develop and implement customer...