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