Head of Customer Service & Experience - Hybrid Leadership

Anonymous; Birmingham; Híbrido; GBP 63 000 - 77 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid working

Flexible hours

25 days holiday plus bank holidays

Private healthcare and wellbeing

Birthday day off

Enhanced family leave

Cycle to work scheme

Employee discounts and rewards

Resumo da oferta

Anonymous is seeking a Head of Customer Service to lead their customer experience strategy in Birmingham. This role will involve transforming customer service into a function that drives loyalty and growth while overseeing a multi-channel environment.

You will lead a dedicated team, improving service performance and managing outsourced partnerships. The benefits include hybrid working, private healthcare, and 25 days of holiday plus bank holidays.

Qualificações

• Proven experience leading senior customer service or contact centre operations.
• Experience managing multi-channel environments and outsourced partners.
• Strong knowledge of customer experience, complaints and retention strategies.

Responsabilidades

• Develop and deliver a customer service strategy aligned with business growth.
• Lead, coach and develop high-performing service teams.
• Improve customer satisfaction and first-contact resolution.
• Manage complex complaints and customer escalations.

Conhecimentos

Leadership

Customer Service Strategy

Data Analysis

Multi-channel Management

Commercial Awareness

Stakeholder Influence

Customer Retention Strategies

Descrição da oferta de emprego

Anonymous is seeking a Head of Customer Service to lead their customer experience strategy in Birmingham. This role will involve transforming customer service into a function that drives loyalty and growth while overseeing a multi-channel environment.

You will lead a dedicated team, improving service performance and managing outsourced partnerships. The benefits include hybrid working, private healthcare, and 25 days of holiday plus bank holidays.