- Entry level
- No Education
- Salary to negotiate
Role - Head of Customer Service
Brand - Moonpig
Location - Farringdon & Harlesden
Moonpig have an exciting opportunity for a Head of Customer Service to join the Photobox Group family! This is an integral role within the business leading the strategy of the Customer Service team.
What will I be doing?
Reporting in to the Operations Director, the Head of Customer Service will lead the Customer Service team in promoting and further developing a customer focused culture within the team. The Head of Customer Service will work very closely with Operations create and roll out the road map for evolving the role of the CS team in the business - including people development, infrastructure change and process improvement.
You will also be:
Responsible for the ongoing strategic evolution of our CS offering including people development, outsourcing partner, IT and NPS
Producing relevant, actionable insight that enables us to better serve our customers, reduce contact and improve the customer journey
Champion voice of the customer to the wider business whilst balancing customer needs with business requirements.
Accountable for the efficient operational management of our CS Centre and for it achieving its key performance metrics
Leading the CS and having accountability for ensuring that the team is fully recruited and well supported and engaged.
You are a customer service specialist with extensive operational experience leading customer service teams
A credible leader who has led large teams and able to demonstrate experience of having delivered a culture of continuous improvement in service, efficiency and productivity
Ability to be comfortable working in an Omni channel customer service environment and be able to evidence experience of digital innovation and technology enablement
It would be advantageous you held experience of leading strategic projects that delivered operational transformation (for example re-structuring a customer service centre)
Excellent leadership and communication skills
Strong ability to champion change
Regular socials, engagement activities, drinks, treats and plenty more – and you can be as involved in as little or as much as you’d like
We’re open & honest, actively listening to employee feedback to help us in our goal to become an Awesome place to work
Together we have shedloads of ambition and actively support each other to hit our goals and drive the business forward
All sorts of Learning & Development support, including a dedicated budget per team. We’re also launching exciting new development tools in 2018
25 day Annual leave (excluding Bank Holidays)
Private Medical Insurance
Private Dental plan
Contributory pension scheme
Life Assurance that pays out x4 salary
Eye Care Vouchers
Interest free travel loan
Employee Assistant Program
Generous credit to spend on our products (varies per brand)
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.