Customer Experience Operations Director

2 days ago


Glasgow, Glasgow City, United Kingdom Three UK Full time
Customer Solutions Centre Leader

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.
Requirements
  • 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.
What We Offer
  • 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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