Contact us
Location
Swindon
Advertising Salary
£120,000 - £140,000

The opportunity

We are looking for an inspiring and passionate leader, who can transform our multi-channel contact and support services to wow our customers. As Customer Service Director, you'll be at the forefront of all Operations services provided to our customers.  

You'll be inquisitive and keen to challenge the status quo, helping us do things better, faster and safer. A driver of innovation and new ways of working, you'll bring the right people together, to make a difference to our customers and their clients. 

This role is key to developing and implementing operational strategies to enhance the overall customer experience; an ambassador for automation and optimising our customer journeys that makes us easy to do business with; obsessed about efficiencies and continuous improvement throughout our customer journeys.

Reporting to the Chief Operating Officer, you'll be a key member of the COO senior leadership team, leading all the operational customer contact and support teams as well as be a senior internal stakeholder across the partnership, as the ultimate champion of customer service and experience.

The benefits:

  • Salary - £120,000 - £140,000
  • Bonus scheme - on target bonus - 30%
  • Car allowance - £7245
  • Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
  • Critical illness cover
  • Income protection - 1x salary
  • Death in service - 4x salary
  • 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
  • A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key Accountabilities:
  • Develop and implement strategies to transform the overall  customer experience.  
  • Drive change and deliver operational efficiencies that truly make an impact. 
  • Lead all operational managers and teams driving a customer obsessed mindset.
  • Oversee the daily operations of the teams, including but not limited to customer inquiries, adviser vetting, advice quality checking, financial promotions, payments, provider and agency management, and resolution management.
  • Establish and maintain effective communication channels with customers ensuring their needs are met. 
  • Foster a positive and collaborative work environment, promoting team work, continuous improvement environment adopting a positive change mindset.
  • Coach managers to create high performance and achievement of departmental and functional objectives consistently. 
  • Collaborate with teams across the partnership (Partners, Senior Leaders and colleagues)
  • Analyse customer feedback and data to identify trends, areas of improvement and opportunities to deliver operational excellence focusing on root cause analysis.
  • Keep informed about industry trends, best practices and emerging technologies relating to customer service excellence and proactively recommend innovative solutions to enhance customer service operations
  • Budget £8-10m, ~200 staff
 
 

What will you need to succeed?

Experience:
  • Established experience of transforming customer service centres and contact operational teams.
  • Customer experience obsessed
  • Proven experience in a B2C and ideally B2B2C business models
  • Strong track record of owning and delivering operational transformation
  • Led customer focused environments within a heavily regulated environment
  • Experience in a senior leadership roles in customer service environments
  • Proven track record of delivering exceptional customer service and driving customer satisfaction that makes a true impact.

Knowledge:

  • Expert knowledge of customer services and operations principles, practices and strategies, in an FCA-regulated environment, including knowledge of Consumer Duty principles
  • Delivered and transformed customer services and operational effective software and tools
  • Expert knowledge of customer service and operations best practice and industry trends

Skills and Competencies:

  • Exceptional leadership and people management skills with the ability to motivate and inspire teams to achieve high performance
  • Excellent communication and interpersonal skills with strong stakeholder management skills with the ability to effectively interact with partners, colleagues and stakeholders at all levels of the organisation
  • Proactive problem solver and decision maker with the focus on delivering efficient and effective solutions for customer issues and concerns.
  • Ability to remain calm and professional in high-pressure situations demonstrating resilience and adaptability
  • Excellent analytical and data-driven decision-making skills, with the ability to use customer services and operational insights to drive continuous improvement

Why us?

We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.

 

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