Customer Success and Operations Director

4 weeks ago


Birmingham, Birmingham, United Kingdom Wilmington plc Full time
Customer Success and Operations Director – Hybrid
Location: Hybrid – Leicester, Birmingham or London
Salary: Circa £120,000 + Enhanced Benefits

What We Can Offer You: Competitive Salary, Annual Performance-Related Bonus, Share Scheme, Life Assurance, Additional Holiday Purchase and Access to Wellbeing Resources

Why do we want you?
Wilmington plc is on a mission to revolutionise our customer service operations, and we are seeking a proven leader to drive this transformative change.
Reporting directly to our Group COO, this is a rare opportunity for you to lead the transformation of our customer service teams in line with our recent investment in a single technology platform across our training businesses:
We're looking for someone who excels at process mapping, setting clear KPIs and SLAs, and building high-performing teams to deliver consistent, outstanding service.

Key Responsibilities:
  1. Process Management: Establishing SLAs, KPIs, and processes that ensure we consistently deliver outstanding customer service.
  2. Team Set up: Leading the organisation design of a group-wide customer service team.
  3. Building Teams: Identifying necessary roles, recruiting the right talent, and fostering a culture of collaboration, continuous improvement, and high employee engagement.
  4. Stakeholder Management: Working closely with key internal stakeholders to build trust and ensure successful implementation of strategies.

About us
We're Wilmington plc, a business of renowned brands helping our customers to navigate the ever-evolving regulatory landscape. We do this through providing actionable insight on the regulations that affect them, but also by providing complementary training to help them embed a culture of business conduct that is compliant with those regulations.

Our Brands:
We work with 3 of our innovative training and bespoke technical support providers, covering industries such as financial services, accountancy and legal services:
International Compliance Association (ICA) is the leading professional body for global regulatory and financial crime compliance.
Mercia is a leading provider of training and support services for professionals in the accountancy profession in UK or Ireland.
Bond Solon is a leading provider of legal training and qualifications for non-lawyers.

Join our team and be part of a dynamic and forward-thinking organisation that is shaping the future of customer service.

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