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Director of Customer Service

3 months ago

London UK, UK, United Kingdom Lyca Mobile Group Full time

Lyca Mobile was built to give everyone the freedom to connect beyond borders with low-cost calls abroad.


Now we're the world's largest international mobile virtual network operator (MVNO), offering great value data, calls, and minutes to 23 countries across the globe.


With 16 million customers and counting, our mission to provide quality connections enters it's new era with our brand-new digital-first suite of products and services.


Reporting to our Chief Operating Officer, as a Customer Service Director you will have a key role within the growing Customer Service team working closely with the wider business to create and enhance processes, objectives and ensure a world class customer experience on a global scale.


This is an office-based role, based in our London office. This is a role for someone who is ambitious to develop and progress their career within a close-knit team in a rapidly evolving business environment.


WHAT WILL YOU BE DOING?

• Set a clear vision and strategy that focuses on delivering a world class customer experience on a global scale

• Develop and deploy high quality, high impact customer experience initiatives

• Analyse customer experience information, compile accurate records/reports and benchmark against other similar businesses or industry best practice where appropriate

• Enhance and support existing community engagement activity

• Collaborate with the other departments to deliver against business objectives cohesively

• You will support and develop the team to improve our ways of working, efficiency and customer experience, utilising technology to build scalable solutions.

• Manage, mentor and develop the Customer Care team and nurture an environment where they can excel through encouragement and empowerment.


WHO WE’RE LOOKING FOR?

• Minimum 10 years experience managing a Customer Service team or similar

• Experience managing an international team is preferred but not essential

• Excellent knowledge and experience of digital customer service and a proven track record of using technology and data to deliver first class customer service

• Ability to think strategically, motivate and lead an international team

• Proven track record of using technology and data to deliver first class customer service

• Strong stakeholder engagement and rapport building expertise

• Experience leading and managing teams

• Awareness of the latest customer experience technology, trends and applications