Head of Customer Services - Nottingham, England
3 days ago

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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