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Head of Customer Support

2 weeks ago

Diss, United Kingdom CVS UK Ltd Full time

**Do you have experience with heading up a call centre?**

**Do you want to work with an exciting, dynamic and fast-growing business?**

Here at Animed Direct, we are a rapidly growing online veterinary pharmacy and pet shop, specialising in prescription medicines, clinical diets and premium pet products.

The role will be continuously aiming to maintain and improve the high standard of support provided. You will ensure that the resource level is balanced, well-scalable and that potential risks and contingencies have a resolute mitigation plan in place.

**Key responsibilities & functions**:

- Responsible for delivery of high-standard service-level (SLA) targets in providing customers sales
- and after-sales support
- Full decision-making authority to develop and enhance support practices and operational procedures
- Full ownership of the Customer Support budget
- Responsible for short-term and long-term resource planning and forecasting
- Responsible for pro-actively improving efficiency of Sales over the telephone channel in close coordination with Sales & Marketing team.
- To own, measure and report on performance KPIs across all aspects of customer support and satisfaction in close coordination with CRM & Retention Manager
- To manage, nurture and retain a team of professional adviser and to make sure it scales well into the future growth
- To establish close coordination with the relevant leadership and to make sure close partnership of the department's team with other teams across Company's operation

**Skills and experience required**:

- 5+ years' experience in Customer Support leadership roles in B2C sectors
- Customer-centric view on support and advice practices, and handling issue resolution
- Good understanding of a modern retail operation, preferably with services and products provided via online.
- Strong leadership, interpersonal, partnership and influence management skills
- Proven track record of successful line management of the call-centre operation
- High affinity for data, aiming for statistical objectivity and precision in measuring performance and reporting on KPIs
- Good technical level of operating with multiple sophisticated IT systems and platforms
- Be equally comfortable operating at a strategic level or to get into the weeds and execute at a tactical level to help and inspire your reports
- A pro-active self-starter with a 'can-do' attitude and collaborative nature

**Location**: Flexible working is offered with a combination of remote working / Head Office in Diss.

**In addition to a competitive salary, **we offer benefits including;** up to 7 weeks holiday (with our buy/sell holiday scheme) + Bank Holidays; access to our industry leading sharesave scheme, enhanced maternity/paternity/adoption leave, heavily discounted pet healthcare, continued professional development and a range of flexible benefits such as Perkbox, GymFlex and Cycle to Work to suit your needs.