Head Of Customer Service - People Delivery

We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. As the link between sellers and buyers, retail and Head office, our retail operations team is the cog that keeps things running. With teams focused on store facing, labour, transformation, online, delivery and contact centre work, we touch almost every part of the business. It’s an incredibly fast-paced environment where you need to pivot not just daily, but often hourly. So while we plan all we can, it’s vital that we all think outside our job descriptions and look to optimise and improve how we do everything. There’s also a real team ethos. After all, it’s people like you who are going to truly transform this part of the business.

Why join us
Joining Sainsbury's as the Head of Customer Service - People Delivery offers you an exciting opportunity to shape and lead the future of our customer care operations. In this role, you'll play a crucial part in driving customer satisfaction and loyalty by developing and implementing strategic initiatives, fostering a customer-centric culture, and championing innovation. With the support of cross-functional teams, you'll have the resources and influence to make a real impact on the customer experience. As part of our inclusive and collaborative organisation, you'll enjoy the opportunity to work with talented professionals and contribute to a positive and open culture where colleagues can thrive. Be part of our journey to deliver exceptional Customer Service and drive customer satisfaction by joining our team at Sainsbury's.
What you'll do
As the Head of Customer Service - People Delivery at Sainsbury's, you will play a vital role in shaping the future of our customer care operations. Your responsibilities will encompass a strategic approach to enhancing customer satisfaction and driving a culture of Customer empathy, performance, and continuous improvement. Collaborating with stakeholders across the business, you will develop and implement strategic customer care initiatives aligned with the company's overall business goals. By staying updated on industry trends and emerging customer experience strategies, you will leverage your expertise to enhance the overall customer experience and demonstrate thought leadership. Your role will involve driving the adoption of innovative Customer Service technologies to improve efficiency and customer satisfaction, while fostering colleague engagement to create a linkage between employee satisfaction and overall customer satisfaction. Additionally, you will champion a customer-centric culture across the organisation, influencing leaders at all levels and influencing policies and practises that contribute to improved customer satisfaction and loyalty. Your leadership will be instrumental in managing and developing the performance and talent of your team, ensuring a positive and inclusive culture that allows colleagues to reach their full potential.
Who you are
As the Head of Customer Service - People Delivery at Sainsbury's, you are a customer-centric leader with a deep commitment to delivering exceptional Customer Service and driving customer satisfaction. With your extensive experience in customer-centric leadership roles and proven track record in driving end-to-end service excellence in multi-channel retail, you possess the expertise to shape the future of our customer care operations. Your strategic mindset and ability to stay abreast of industry trends and emerging customer experience strategies enable you to develop and implement innovative customer care initiatives that align with the company's business goals and enhance the overall customer experience. With your strong commercial acumen, excellent influencing skills, and ability to build strong relationships, you champion a customer-centric culture across the organisation and inspire your team to continuously improve and deliver best-in-class service.

We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:

Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 65% of salary, depending on how we perform (in cash and shares).

Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private heathcare. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. You'll also receive a company car cash allowance unless you are going to travel 10,000 business miles in your role, then you'll be able to choose a car. And if you ever need it there is also an employee assistance programme.

Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.

Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibiity criteria may apply).