Head of Customer Services - Nottingham, England

Only for registered members Nottingham, England, United Kingdom

3 days ago

Default job background
£80,000 - £140,000 (GBP) per year *
* This salary range is an estimation made by beBee
As Head of Customer Service and Insights, you will lead and manage our Customer Service teams within a dynamic contact centre environment. You will lead and develop teams to deliver outstanding customer experiences, ensure compliance with regulatory requirements, and drive contin ...
Job description

As Head of Customer Service and Insights, you will lead and manage our Customer Service teams within a dynamic contact centre environment. You will lead and develop teams to deliver outstanding customer experiences, ensure compliance with regulatory requirements, and drive continuous improvement through data-insights.

Key Responsibilities:

  • Develop and implement long-term strategies for Complaints, Customer Service, and retention
  • Managing a team of outsourced and in-house CS agents
  • Managing and responding to the customer journey, focused on data and service, decreasing cancellations, and building retention
  • Ensure optimal resource planning, skills development, and compliance across all teams
  • Develop a risk-aware culture and maintain regulatory standards
  • Use data and root cause analysis to identify trends and drive improvements
  • Oversee performance monitoring (KPIs), reporting, and auditing to the highest standard
  • Utilising the CS system and WMS store data to assess metrics and develop strategies for retention and customer service
  • Deliver operational plans, SLA targets, and customer satisfaction goals
  • Act as a senior escalation point for executive-level complaints and media inquiries

Skills & Experience:

  • Proven track record in leading high-performing operational teams
  • Passion for customer experience and complaint resolution
  • Strong ability to translate strategy into actionable goals
  • Regularly complete data analysis and performance measures reporting
  • Exceptional communication skills with experience engaging with all stakeholders
  • Knowledge of relevant systems and compliance frameworks

Send your CV to: for immediate consideration or please click on apply now.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates



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