Head Of Customer Operations

Our client is an electric vehicle (EV) charger, full-service supply and installation company based in Yorkshire but operating nationally. They are experts in EV charging, assisting their customers with every step of installing an EV charging solution, whether it be for the domestic or commercial market. They are a rapidly expanding business in an exciting industry, and currently looking for a Head of Customer Opperations to join them on this exciting journey!

The Head Of Customer Operations is responsible for all aspects of the operational strategy internally through the customer service, scheduling and support teams that will report to you.

One of the core values within the business is exceptional customer service along with high quality workmanship which delights our customers.The internal delivery of this is the key focus of this role.

Responsibilities and objectives of the role include :

• Ensure that the operations set up and processes match the business growth strategy
• Provide leadership and direction to the team members
• Ensure the day to day operational delivery of company plans and strategy (within customer service and scheduling)
• Motivate and challenge team members to constantly give their best
• Instil a challenging and target driven culture without sacrificing focus on customer service and team work.
• Develop KPIs and reporting,and track performance against targets
• Close collaboration across departments (sales, finance, field engineers) to ensure efficient processes internally and customer delight externally
• Ensure team meet internal and external SLAs
• Ensure team has, and uses, efficient and repeatable processes
• Train, develop and mentor team members
• Develop and constantly review and develop systems, processes and ways of working
• Monitor individual performance and manage accordingly
• Recruit and retain outstanding team members
• Undertake regular call reviews and feedback with team/individuals
• Ensure team are aligned with company goals and objectives
• Uphold five star customer service reputation and promote the business
• Develop ambitious and stretching targets along with senior management

Skills and Experience:

• Management of a diverse and growing team working over different shift patterns
• A capacity to grow with the role as it develops in a fast paced and growing industry
• Review, adjust and develop systems and processes to ensure most efficient and customer focused delivery of work.
• Excellent recruitment and interviewing skills to develop a top class team
• Be a natural leader and motivator
• The ability to manage, develop or change an underperforming team
• Experience of developing, implementing and managing new processes
• Solution driven and a can do attitude
• Exceptional attention to detail; ability to analyse data quickly and precisely and translate insights into business actions
• Excellent IT skills especially in excel and report writing skills using job management or similar software
• Lead by example as needed
• Organised with a strong eye for detail
• Ability to train and develop team members
• Able to interact with and understand the requirements of other departments within the business
• Demonstrate experience of working in a customer service environment with excellent communication and management skills
• Ability to monitor performance against both KPIs and qualitative measures
• Ability to understand and adapt to overall business strategy and requirements