Head Of Customer Service

Job Description for Head Of Customer Service

Company Overview

We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.

LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich storytelling and immersive memory making experiences.

This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows and eCommerce channels and the launch of our second show in Manchester this year.

Role Overview:

The Head of Customer Service is a pivotal role responsible for leading and integrating our customer service operations across various channels, including Live shows, online retail, contact centres, brand management, marketing, social media, and public relations. This role ensures seamless customer experiences and drives strategic initiatives aligned with our company's goals.

Job Title

Head Of Customer Service

Department

Customer Service

Reports To

Chief Operating Officer

Primary working location

Lapland Head Office – Covent Garden

Key Responsibilities:

1. Leadership & Strategy: Develop and implement a strategic vision for the Customer Service department, ensuring alignment with company objectives. Serve as the customer service representative at the management table, advocating for customer-centric strategies, working with external partner, fulfilment houses and ticketing partners. Liaise with managers across retail, contact centres, brand, marketing, social media, and PR to ensure cohesive customer service delivery and being tackling challenges during campaigns. Foster strong relationships with internal stakeholders to enhance the customer journey. Proactively discover and assess new technologies and tools to significantly enhance customer service efficiency and effectiveness. Take the lead in driving forward initiatives to seamlessly integrate these advancements into existing processes.
2. Guest Communications & Platforms: Oversee all guest communications, ensuring consistency and quality across all contact centre and social media platforms, ensuring customer questions on social media are being dealt with. Develop strategies to enhance customer engagement and satisfaction. Mentor and develop customer service managers, fostering a culture of excellence and continuous improvement. Ensure that all team members are aligned with the department's vision and objectives.

Required Experience:

1. Proven experience in a senior customer service role, preferably with exposure to e-commerce and live experiences
2. Strong leadership skills with the ability to inspire and drive change.
3. Excellent communication and interpersonal skills, with a talent for building relationships.
4. Experience in integrating new technologies and leading cross-functional teams.
5. Strategic thinker with a customer-first mindset.
6. Excellent communication skills, with the ability to work on various platforms and collaborate with diverse teams.
7. Strong organisational skills and attention to detail.
8. Experience in managing budgets, with a proven ability to work within tight deadlines and maintain financial discipline.
9. Development of departmental structure and processes to support growth and efficiency.
10. Basic knowledge of KPI and customer insight data.
11. Strong sense of initiative and ability to work under pressure.
12. Flexibility in approach to meet working environment needs.

Life at LaplandUK:

At LaplandUK, we believe in the magic of collaboration, a steadfast commitment to excellence, and a team that's always willing to roll up their sleeves and get involved. Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results.

We're not just looking for employees; we want people who are excited to get involved, embrace challenges, and bring a hands-on approach to their work, creating a workplace full of positivity and collective success. Overall, working at LaplandUK offers a chance to be part of something truly special, where the wonder of childhood is celebrated by a team dedicated to making memories for over 40,000 families each year.

Company Values –

1. Passion for the Mission: It is more than a job to us. We understand the importance of what we do and its legacy. Be guest obsessed.
2. Driven by our Ambition: We are determined to make it happen, whatever it takes. Anything is possible and we'll never give up.
3. Responsible for Everything: We own what we do, and we get the job done. We take the work seriously, but never ourselves. We support and challenge positively to find our truths.
4. We only win Together: Individually we are strong, but together we can change the world.

Salary –

£60,000 - £65,000 Per Annum depending on experience, plus a performance bonus scheme which will be provided in writing through the contracting period.

·Flexible hybrid working (3 days in London, 2 days at home)

·Dog friendly office

·Contribution towards further development and training

·Vitality private healthcare scheme (after qualifying period)

·Monthly team social events

Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship.

LaplandUK reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant.

LaplandUK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

• Executive

• Full-time
• Industries: Entertainment Providers