Head of Customer Service
1 month ago
We'd all like amazing work to do, and real work-life balance. That's waiting for you at Sainsbury's. As the link between sellers and buyers, retail and head office, our retail operations team is the cog that keeps things running. With teams focused on store facing, labour, transformation, online, delivery and contact centre work, we touch almost every part of the business. It's an incredibly fast-paced environment where you need to pivot not just daily, but often hourly. So while we plan all we can, it's vital that we all think outside our job descriptions and look to optimise and improve how we do everything. There's also a real team ethos. After all, it's people like you who are going to truly transform this part of the business.
Why join us
Joining Sainsbury's as the Head of Customer Service, Tools and Events offers a unique opportunity to shape the future of customer care operations for a leading retail organisation. As a strategic leader, you will have the chance to enhance customer satisfaction, optimise operational efficiency, and drive organisational productivity through the implementation of innovative customer service tools and the development of service plans for key events and trading milestones. With a focus on staying ahead of industry trends and leveraging emerging technologies, you will play a crucial role in creating exceptional customer experiences and driving Sainsbury's competitive edge. This role also provides the platform to influence a customer-centric culture across the organisation, collaborate with cross-functional teams, and lead high-performing teams nationwide. Join us today to make a difference and deliver award-winning service for our customers and colleagues.
What you'll do
As the Head of Customer Service, Tools, and Events at Sainsbury's, you will play a crucial role in enhancing customer service touchpoints and shaping the future of our customer care operations. Your responsibilities will include developing and implementing strategic customer care initiatives aligned with the company's business goals, staying updated on industry trends and customer experience strategies to enhance overall experience, collaborating with cross-functional teams to ensure a cohesive customer journey, overseeing the deployment of customer service technologies, monitoring key performance indicators, championing a customer-centric culture and influencing leaders across the organisation, leveraging insights to influence the customer service plan, managing budgets and resources, fostering a culture of excellence and continuous learning within your team, and demonstrating Sainsbury's valued behaviours. Through your leadership and expertise, you will drive end-to-end service excellence and exceptional customer satisfaction, positioning Sainsbury's as a leader in the retail industry.
Who you are
As the Head of Customer Service, Tools and Events for Sainsbury's, you are a strategic leader with a passion for exceptional customer service and satisfaction. With a forward-thinking mindset, you are dedicated to ensuring that Sainsbury's delivers award-winning service and unforgettable customer experiences. Your proven experience in customer-centric leadership roles, coupled with your ability to drive end-to-end service excellence and lead cultural change programmes, positions you as a valuable asset. With strong analytical skills and a data-driven approach, you make informed decisions and continuously leverage insights to inform the overall customer service plan. You excel in building and maintaining stakeholder relationships, influencing at senior levels, and prioritising a wide scope of work to align with short, medium, and long-term organisational goals. With an ability to inspire and lead high-performing teams, manage budgets, and oversee multiple priorities, you thrive in a demanding environment and drive continuous improvement to ensure best-in-class customer service across Sainsbury's brands.
We are committed to being a truly inclusive retailer so you'll be welcomed whoever you are and wherever you work. Around here, there's always the chance to try something new - whether that's as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we'll also offer you an amazing range of benefits. Here are some of them:
Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 65% of salary, depending on how we perform (in cash and shares).
Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private heathcare. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. You'll also receive a company car cash allowance unless you are going to travel 10,000 business miles in your role, then you'll be able to choose a car. And if you ever need it there is also an employee assistance programme.
Moments that matter are as important to us as they are to you which is why we give up to 26 weeks' pay for maternity or adoption leave and up to 4 weeks' pay for paternity leave.
Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibiity criteria may apply).
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