Director of Customer Services
The Company:
* National provider of full fibre networks and connectivity solutions
* One of the fastest growing infrastructure businesses in the UK
* Approaching unicorn status £1bn+ valuation
* UK based, owned and founder led
* Enterprise B2B and wholesale specialists
The Role:
The Customer Services Director is a strategic leadership role responsible for championing customer services and service delivery across the organisation.
They will manage the service delivery, customer service, and support teams, overseeing onboarding, escalations, and renewals. They will also manage customer-side projects including offnet and multisite installations.
The Customer Services Director will set and deliver the overall customer service strategy, drive continuous improvement, and ensure that all client interactions reflect company values and goals.
Key Responsibilities:
* Delivering a world-class customer experience, driving customer satisfaction, retention, and advocacy
* Provide a seamless customer journey, from onboarding to renewal and everything inbetween, optimising for quality of service
* Lead customer success, managing contract negotiations, upsell and cross-sell, monitoring and measuring customer success standards across all teams
* Monitor and analyse customer satisfaction metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and identify areas for improvement
* Oversee customer support, service management, and escalations, taking a lead role in the effective delivery of our fibre products into business customers
* Lead customer-side project management, including offnet connections and multi-site or large programme management delivery
* Manage the technical support and service desk platform to ensure delivery goals are met and surpassed
* Work with field delivery and planning teams to allocate workflow and manage prioritisation, contribute to business planning and delivery goals
The Candidate:
* Proven success in a senior customer service role, ideally within telecoms, IT managed services or similar, previous start-up or scale-up experience would be a bonus
* Previous experience of wholesale or B2B connectivity services would be important, ideally in a telco, mobile or utility provider
* Extensive experience with service delivery metrics, customer satisfaction analytics, and continuous improvement programmes
* Hands-on, "customer first" attitude, able to develop innovative ways to improve service delivery, driving higher satisfaction and faster ticket resolution
* Comfortable working within a heavily automated service desk supporting multiple support channels – phone, chat, SMS, WhatsApp, social media etc.
* Strong leadership skills, clear communication style, excellent problem-solving abilities under pressure, able to inspire and motivate hybrid teams
* Analytical and data-driven, with the ability to define and track key metrics and use data to inform decision-making
* Previous experience in a start-up or hypergrowth environment, growing high-performance teams, and adapting to a constant growth scenario