Head of Business Customer Care

**Join our Team as Head of Business Customer Care.**:
**Location**:Field Based (regular time at Whiteley HQ)

**Salary**: Competitive

**Hours**:Mon - Fri, 8:30am - 5:30pm

**About the role**:
Are you passionate about delivering effortless customer experiences? Do you thrive in a dynamic environment where you can shape and define market-leading customer service? If so, we have the perfect role for you

As the Head of Business Customer Care you will lead our teams to define and deliver Simply Brilliant Customer Experiences for our Business Customers across all Onecom products.

You'll adopt a customer first mindset, challenge our current processes and operating model, introduce new tools and systems, work closely with our wider organisation, all whilst identifying opportunities to create an empowered and engaged front-line in the UK and in India.

**What makes you a great fit**:

- Experience within Telecommunications industry (desirable)
- Proven ability to build, inspire, and motivate operational front-line teams
- Identify and deliver improvements for enhanced customer experiences
- Self-motivated, resilient, and a strong collaborator with excellent interpersonal skills
- Strong mentor and developer, holding teams accountable while promoting growth
- Simplify complex issues and outline clear paths to resolution using data
- Track record of successfully implementing process changes and striving for continuous improvement
- Strong commercial awareness with budget management and control
- Promote team responsibility and success
- Identify and address team needs, promoting self-management
- Lead teams through transitions effectively
- Take ownership and responsibility with excellent decision-making skills
- Maintain composure in challenging situations

**Key responsibilities**:

- Full ownership of customer service and technical support functions for Business Customers
- Ensure outcomes are delivered by both UK and India operations
- Identify and deliver initiatives to improve customer satisfaction (CSAT/NPS) and first call resolution
- Manage and resolve complaints, maintaining relationships with key regulatory bodies
- Blend technology with human interactions for a seamless customer experience
- Create an engaged and dynamic team in the UK and India.
- Capture, validate, and report meaningful metrics related to SLAs, availability, capacity, and performance
- Establish effective support structures and decision-making processes ensuring the team is efficient and correctly dimensioned
- Ensure team performance meets timelines, accuracy, compliance, and quality standards
- Coach, mentor, and manage direct report

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**Perks for our People**:

- **Holidays**: 25 days + bank holidays and buy/sell options
- **Other Leave**: Birthday day off, 12 paid hours for flexible use, Volunteer day
- **EV Scheme**: Lease a brand-new electric car
- **Lifestyle**: 9% combined pension contribution and 4x salary life assurance
- **Rewards**: Quarterly and annual employee awards, discounts on tech
- **Socials**: All-expenses-paid company events
- **Development**: In-House Training Academy
- **Wellbeing**: 24/7 access to mental health support, Calm App, discounted gym membership, Fitbit scheme, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

**Who we are**:
Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

**Our values**:
We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

**ED&I**: