Are you a Head of UK Operations or Head of Customer Operations looking for a great new opportunity?
Since launching, this Fintech has become one of the fastest growing companies in the UK that now have their sights set on the rest of the world, having recently expanded into the US.
This company is a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and welcome. They foster an environment that allows people to share, engage, learn, support, participate and work towards positive change. They also hold regular culture and inclusion events, such as Black History Month, Pride Week and International Women’s Day.
This FinTech is now looking for a Head of UK Operations to head up the Call Centre Customer Operations Team in Cardiff . In the 18 months since they made Cardiff their home, they’ve achieved a lot, but there’s so much untapped opportunity for you to take advantage of. As the Head of UK Operations / Head of Customer Operations you’ll be responsible for taking the business from good to great by leading and developing the outstanding team, strengthening their customer focus and setting and executing ambitious quality and productivity objectives. Ultimately, you’ll be responsible for developing an exceptional experience for the customers through your high-performance team.
Responsibilities:
Day to day, as the Head of UK Operations for the Fintech contact centre, you will have the following responsibilities:
wait times across all channels, but you’ll also want to think about First-Contact Resolution, Audit Scores and Complaint Volumes and Escalations.
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You’ll have six Team Leads reporting to you, alongside our very capable Managers of Complaints and Quality and Training - they’ll support you, and you’ll need to coach and develop them.
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The Customer Experience starts and ends with you - you’ll constantly be challenging the team to think through how what we do affects the customer, and how it could be improved.
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You’ll be the executive on the ground, reporting to the UK Managing Director in London, and with significant interaction with other key stakeholders – these relationships will be arms-length, and you’ll enjoy a lot of freedom.
Who we're looking for:
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Demonstrable obsession around improving customer experience at a senior operations manager level
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Obsessed with customer experience, demonstrated through improved CSAT scores, trust pilot/google reviews or other metrics.
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Experience successfully scaling and running teams of 30 plus people in operations, customer service or an equivalent role.
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Comfortable with intermediate Excel modelling, analysis and reporting.
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Entrepreneurial, self-motivated and self-directed, and able to move at pace and within uncertainty.
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Leadership presence, and the ability to energise and motivate others.
And if possible:
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Experience with Zendesk is a plus.
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Experience driving team-level metrics (e.g., av CSAT, wait-times) through sensible resource planning and allocation, and providing high-quality feedback
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Experience helping training teams deliver and determine training plans
What you'll get in return:
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Competitive salary
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Meaningful incentive pay on top
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Excellent progression and opportunity to grow and develop –every employee has £1,000 a year to grow their skills outside the company
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The chance to work for one of the top 30 financial services companies in the UK
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Private healthcare
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28 days paid holiday plus bank holidays
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Travelcard loan and/or cycle to work scheme
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Anniversary rewards including 4 weeks fully paid sabbatical after 4 years
Diversity and Inclusion:
Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.
We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.
So what you waiting for? If the above Head of UK Operations / Head of Customer Operations role in Cardiff sounds right up your street, drop us an application today!