Customer Service Director
1 month ago
We are seeking a seasoned Customer Service Director to lead our global customer service function at HeliosX Group. As a key member of our leadership team, you will be responsible for developing and executing a customer service strategy that delivers industry-leading support to our diverse customer base.
Key Responsibilities:
- Develop and implement a global customer service strategy that aligns with HeliosX's business goals.
- Lead a global team of customer service professionals, fostering a high-performance culture and driving excellence in capacity planning, resource management, and quality assurance.
- Partner with Medical teams to ensure seamless customer experiences and drive governance in handling complex clinical cases, complaints, and incidents.
- Develop and manage the customer service budget, delivering timely and insightful reporting on performance variance to budget and service KPIs.
- Establish global quality and training frameworks, driving high-impact programs that improve service delivery and foster a culture of learning and development.
Requirements
- Extensive senior leadership experience in healthtech, with a track record of scaling and transforming large, international customer service organizations.
- Exceptional data and analytical skills, with a high attention to detail.
- Strategic mindset with a deep empathy for customer needs, balanced with a commercial mindset.
- Preferred: In-depth knowledge of Zendesk or other leading customer service platforms.
What We Offer
- Generous equity allocations with significant upside potential.
- 25 Days Holiday (+ all the usual Bank Holidays).
- Private health insurance, along with extra dental and eye care cover.
- Enhanced parental leave.
- Cycle-to-work Scheme.
- Electric Car Scheme.
- Free Dermatica and MedExpress products every month, as well as family discounts.
- Home office allowance.
- Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription).
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