Head of Customer Operations at FairMoney

Roles and Responsibilities

• Oversee the delivery of a seamless high quality service across all customer facing teams.
• Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation.
• Meet set targets and those of the team as a whole (CSAT, NPS, Quality Score, Surveys).
• Look at ways to reorganise and improve operational area.
• Provide inspirational leadership to our service teams.
• Contribute to training and development of the team.
• Consider and evaluate different approaches of working.
• Drive service excellence with a focus on achieving continuous improvement
• Define and deliver the operational strategy.
• Streamline business processes to enhance efficiency.
• Oversee our technical support, customer service, quality management and business support teams through an existing management structure.

Day to day responsibilities for the team:

• Direct and manage all the customer service activities
• Direct, manage and monitor the overall performance of the customer services team
• Effective liaison, support and assistance between customer services department and rest of organisation
• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
• Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements
• Development of plans for customer services activities to include customer management to achieve satisfaction targets
• Support to all other departments with customer service and related issues
• Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met
• Reporting (content and format as agreed) on a monthly basis or as otherwise required
• Developing plans for team activities to include strategy to achieve agreed targets
• Delegate authority and responsibility to team with supervision, accountability and review
• Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
• Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character
• Maintain accurate customer service records
• Control expenses to meet budgetary controls
• Adhere to all organisation policies and procedures
• Interact and co-operate with all members of the organisation, its suppliers and clients/customers

Requirements

• 10 years experience in a similar role within a dynamic, technology led business
• Experienced in leading multiple customer facing teams.
• Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment.
• Demonstrable leadership & change management skills.
• Ability to influence others to get results; including using appropriate standards of business communication (written/verbal).
• Ability to plan and organise a sizable workload Effective interpersonal skills – including approachability to all levels of internal/external contacts
• Evidence of working at senior level within a growing business
• Ability to work both strategically and operationally.
• Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations
• Strong interest in improving the knowledge & skills of others
• Excited by the Internet and emerging technologies
• Adaptable and able to grow with the business

Benefits

• Private Health Insurance
• Pension Plan
• Training & Development