Job Description
Role: Head of Customer Operations
Location: Reading (Hybrid)
Salary: £70,000 - £75,000 per annum
About The Role
As the Head of Customer Operations, you'll step into a pivotal leadership position, championing the delivery of exceptional service to customers both in the UK and internationally. In this role, you’ll guide a talented team, including a strategic offshore partner, to ensure every customer interaction is not only efficient but truly memorable. This is a people-centric role where your ability to inspire, mentor, and elevate the team will be key to driving exceptional customer outcomes.
Imagine walking into a company where your vision directly shapes the way customers experience the brand. This isn't just about managing support calls or troubleshooting issues; it’s about crafting a seamless journey that builds loyalty and sets industry benchmarks. You’ll have the unique opportunity to lead transformative changes, ensuring that customer touchpoints reflect the company’s commitment to excellence. Whether it’s enhancing processes, implementing data-driven strategies, or collaborating across departments, your influence will be felt throughout the organisation, driving both customer satisfaction and business growth.
Key Responsibilities
* Lead and develop a high performing team of managers and customer support professionals.
* Build and deliver a clear customer experience strategy that meets company goals.
* Oversee the delivery of customer support services, ensuring KPIs and targets are met.
* Manage relationships with an offshore support partner, ensuring high quality performance.
* Continuously improve processes and ways of working to enhance service delivery.
* Act as the final escalation point for unresolved customer issues and complaints.
* Collaborate across teams to deliver a seamless customer journey.
* Provide data insights and reporting to inform business decisions.
* Manage the department budget to deliver efficient and effective support.
What we need?
We’re seeking a seasoned leader with a proven track record in managing customer support teams, ideally within technology or engineering sectors, and experience in overseeing offshore providers. You’ll have a strategic mindset, strong leadership skills, and a history of mentoring managers to achieve results. Key qualities include exceptional communication, stakeholder management, and a customer first mindset focused on continuous improvement. You must be adaptable, resilient, analytical, and driven by getting the best out of your teams.
Join a growing, innovative company where you’ll have the opportunity to shape customer experience operations and drive real impact. Apply now!