Head of Customer Operations

Head of Customer Operations - Telecommunications provider



Are you interested in taking the lead in building a Customer Operations function from the ground up for one of the fastest growing tech businesses in the country?



Does the idea of implementing your own strategy, building a high-calibre team around you and growing a department for an SME (circa 150 staff, with

*highly

* ambitious growth plans), tech business appeal?



This is a truly exciting opportunity for an experienced Senior / Head of Customer Support, Customer Service (or similar).

It is already a goal of the business to ensure they are recognised within industry for the provision of best-in-class customer service; they are now seeking a passionate and committed individual to implement and drive the strategy for Customer Operations to recognise this vision.



Initial responsibilities will be focused on working with senior management to [truly] transform the existing service model, team structures and processes.

You'll be working to introduce a scalable Customer Service model to support the organisations extremely ambitious growth aspirations.



Ongoing responsibilities and focus will then turn to the design and introduction of appropriate service models, together with growing, managing and mentoring the CS team



The senior management team believes the Customer Operations function will be a Critical Success Factor for the business.

The department has significant backing together with the necessary budget to ensure success.




What you'll do:



  • Initially you'll work with senior management to understand the business; the operating model, current state and future ambitions.

    You'll then analyse current processes and procedures, to help build a strategic vision for both Customer Service and Technical Support.


  • Following the above, you'll commence the design and implementation of a new, best-in-class, highly scalable, 24/7 Customer Service Model.

  • Build and embed a framework and culture of quality, supervising, supporting, training and mentoring the CS team (currently 12 staff).

  • Provide insight to management, reporting KPIs and trends, collaborating with the wider business to help ensure the CS team is able to achieve agreed objectives.

  • Foster a culture of continuous improvement among the CS team.

  • Develop and maintain the documentation in relation to processes, policies and procedures.


What you'll need:



  • Extensive experience of Customer Operations at a Senior level, ideally within IT / Communications Service Provider environments.

  • Experience of successfully managing significant transformation and change across Customer Service.

  • Experience in the selection and introduction of Service Management tooling.

  • Experience of resource forecasting / planning and budgetary management.

  • An understanding of / certification in ITIL.

  • An exceptional customer service mindset, with a desire to inspire and engage others.

  • Project Management experience is highly desirable

  • A technical background is not essential, however a working knowledge of telecommunication technologies would be desirable.


The position is based in modern offices in Bath.

Paying up to £75,000 (potentially flexible) + benefits.


Must be eligible to work in the UK.




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