Key Responsibilities
* Lead, manage and develop a Customer Service team (UK & overseas)
* Handle complex and escalated customer complaints with professionalism and commercial awareness
* Create and implement structured training programmes
* Review and improve customer service processes, SLAs and KPIs
* Work cross-functionally to enhance the end-to-end customer journey
* Support the rollout of a knowledge-based AI customer support tool
* Monitor complaint trends and implement preventative measures
Requirements
* Proven experience in Customer Success / Customer Experience Management
* Strong call centre / contact centre background (essential)
* Experience managing teams (including remote/offshore)
* Ability to balance customer empathy with business needs
* Process-driven with strong attention to detail
* Confident communicator with strong people management skills
About the Business
A rapidly growing organisation within the telecommunications sector, offering a dynamic, fast-paced and energetic working environment. This is an excellent opportunity to join a business where you can make a real impact and help shape the future of the customer experience function.
If you’re a driven Customer Service leader looking for your next step in a growing business, apply today.
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