Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • London


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.


About you

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

Family Care

Life Assurance that pays out x4 salary

Eye Care Vouchers

Interest free travel loan

Cycle2Work scheme

Employee Assistant Program

Generous credit to spend on our products (varies per brand)

Referral scheme

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.

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