Head of Customer Service
Location: Remote
Salary: £75000 per annum
Reporting to: Operations Director
About us:
YouFibre is a team of experts on a mission to provide faster, better, and cheaper Internet across the UK. Guided by the principles of flawless customer support, fair contracts, and affordable pricing, YouFibre brings the full fibre experience direct to your home or office to create the best Internet experience possible.
We’re a high-performing team. Every member of our team is empowered to take ownership of their work, striving for personal accountability, and rewarded with endless opportunities to develop. We will make you fall in love with Internet
Here at YouFibre we are customer obsessed as we are on a mission to provide the best service and customer experience in the telecommunication world. We treat our customers with the utmost respect, and we don’t accept anything less than excellent!
We are looking for an exceptional leader in customer service who shares the vision of creating a frictionless service experience who can help us grow and scale the business to achieve that goal.
Sounds like something for you? We have a very special opportunity to join our team!
Job purpose:
The Head of Customer Service is a key operational leadership role responsible for the delivery of customer service excellence every day. Central to the successful growth of our brand, you will lead the voice of the customer across the business and champion change in our processes and technology to deliver service improvements for our customers.
The Head of Contact Centre is responsible for identifying and developing all culture, process and performance improvements and efficiencies, and leading and developing the team.
Accountabilities;
Manage the day-to-day performance of the customer service operation to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
Set the OKRs for customer service, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service in our public reviews online.
Lead, inspire and co-ordinate the contact centre team at all levels to create a motivated and high performing team and empowerment and engagement of the customer service team as a whole.
Responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements for CX and efficiency, reduce customer effort and first call resolution, reduce total contacts and complaints.
Responsible for the recruitment, training, induction and coaching practices in the team.
Effectively plan operations and execute strategy, communicating the daily, weekly, monthly and quarterly cadence on performance with high quality narratives.
What we’re looking for:
Exceptional leadership and communication skills, with the ability to inspire and develop high-performing teams.
A strategic thinker, with a customer-centric mindset but who can also act tactically and with pace to drive continuous improvement initiatives with an understanding of industry trends and best practices.
Someone who is data-driven and analytical. Adept at making informed decisions to optimise operational efficiency and enhance customer satisfaction. Able to interpret MI/BI and develop strategy, planning and forecasting.
The ideal candidate will thrive in a fast-paced environment, handling challenging situations with professionalism and empathy while maintaining a focus on delivering exceptional service
Proven experience at a senior, strategic level role with an established track record of exceeding target KPI's SLA's, and OKRs.
A leader who demonstrates ability to motivate and communicate with others at all levels creating influential relationships and is able to use these relationships to deliver service improvements across the organisation.
Someone who thrives in a varied and sometimes unstructured environment, who wants to build a model operation and can challenge the status quo.
What’s in it for me, you ask?
Working as part of one of the most talented teams in the telecoms industry in the most exciting company in fibre
Endless opportunities to develop and grow within the business
Competitive salary, bonuses and employee schemes
Job Type: Full-time
Salary: £75,000.00 per year
Benefits:
- Company events
- Flexitime
- Referral programme
- Work from home
Schedule:
- Day shift
- Flexitime
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Experience:
- Customer Service: 3 years (required)
- Management: 2 years (preferred)
Work Location: Remote
Reference ID: HOCS
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