Customer Experience Operations Director
2 days ago
We are seeking an exceptional leader to join our Customer Solution Centre as an Operations Manager. This is a unique opportunity to lead a high-performing team responsible for owning and resolving complex complaints, while supporting vulnerable customers and partnering with stakeholders across Three.
This role offers a hybrid working arrangement, where you will balance home and office-based work from Three's Glasgow offices. You will be part of a diverse and inclusive team, committed to delivering excellent customer service and driving business growth.
About the Role- Lead our Customer Solution Centre Team Leaders in creating a customer-centric culture, focusing on complaints resolution and customer care.
- Coach and support your team to achieve their personal, professional, and performance goals, while maintaining high standards and accountability.
- Drive effective change by implementing operational best practices and identifying areas of improvement.
- Report on operational outcomes, including department performance, root cause analysis, remediations, and continuous improvement plans.
- Collaborate with our Customer Experience team to shape customer journeys and strategies.
- Prior experience in a regulated environment.
- Strong leadership skills, with the ability to organise and manage a customer-focused team.
- Operational experience in delivering short-, medium-, and long-term strategic plans to meet business objectives.
- Excellent stakeholder management skills, collaborating with internal and external partners to drive efficiency, resolve issues, and enhance customer satisfaction.
- An estimated salary range of £33,520-£41,000 per annum.
- A performance-based annual bonus and additional flexible allowance for benefits and pension contributions.
- A hybrid working arrangement, balancing home and office-based work from Three's Glasgow offices.
- 28 days annual leave, plus 8 bank holidays and 3 personal days, increasing with length of service.
- Private medical insurance, life assurance, and income protection.
- Free mobile phone package and unlimited sim-card.
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