Customer Operations Director
3 days ago
We're a dynamic organisation dedicated to delivering exceptional experiences for our members. Our mission is to create a unique and personalised experience that exceeds expectations.
As a Customer Operations Manager, you'll play a pivotal role in shaping the future of our Member Services team. You'll be responsible for managing a high-performing team of advisors, ensuring our members receive outstanding support and service.
Key Responsibilities:
- Motivate and develop a high-performing team of customer service advisors through coaching and support.
- Instil a customer-centric culture, focusing the team on providing rapid and effective solutions.
- Ensure member satisfaction by handling complex queries directly and building team knowledge around critical issues.
- Review and redesign processes to improve service efficiency, utilising data to identify trends and performance gaps.
- Manage business changes within the team and drive operational improvements.
Requirements:
- Contact centre or high-volume inbound experience with a strong understanding of customer service fundamentals.
- Emotional intelligence and prior people management experience to lead, support, and manage a team effectively.
- Expertise in scaling operations, with strong problem-solving and critical thinking skills.
- Proven experience in end-to-end project delivery, guiding teams through periods of change.
- Excellent leadership, communication, and interpersonal skills to motivate and guide a team.
- Strong analytical skills and a data-informed approach to identify trends, gaps, and opportunities for improvement.
What We Offer:
- Hybrid working and flexible hours.
- Free parking and EV charging onsite.
- 25 days plus public holidays, buy and sell, and an additional day off for your birthday.
- A company bonus scheme.
- Great social events, including Christmas parties, family fun days, summer parties, and sports matches.
- Relaxed dress code and modern office space, featuring games areas, chill-out spaces, book clubs, and complimentary refreshments.
- Onsite gym access, including free HIIT and stretch classes.
- Learning and development opportunities.
- Group auto-enrolment pension plan.
- Enhanced maternity, paternity, sick pay.
- Company-funded private medical insurance.
- Healthcare cashback plan.
- Employee assistance programme, including mental health support.
- 35-hour working week.
Salary:£45,000 - £55,000 per annum (dependent on experience).
Location: London, UK.
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