Full job descriptionAs 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


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