Head of Service

Role Purpose:

• To lead and inspire the sales and service teams to deliver an engaging, right first time, cost-effective world class customer experience for customers

Role Brief:

• Create a performance led coaching culture to lead and inspire our international sales and service teams to ensure they are engaged with the business
• Deliver an easy customer experience by ensuring we are:
  • Pioneering – We thrive on new ideas and constantly seek better ways of doing things
  • Trustworthy – We act in our customers best interests and always deliver on our commitments and promises
  • Human – We are caring, respectful and friendly, dealing with customers directly and openly, and making them feel valued and appreciated.
  • Collaborative – We respect one another and work together to help our customers send parcels in the easiest and cheapest way possible
  • Drive performance to ensure that we deliver required performance outputs
  • Collaborate with and relationship manage the Marketing  and Product teams
  • Identify and sponsor key opportunities for performance improvement
  • To contribute fully to the Operations leadership team

Scope of role:

• Over 60 staff delivering web chat, account management and telephony services to customers
• 24 / 7 service operation
• Delivering customer service for over 20 websites
• Supporting 7 languages

Skills and experience for role:

Essential:

• Leadership and performance management skills in a sales and service operational environment
• Strong communication and coaching skills
• Track record of delivering results
• Graduate level strategic thinking

Preferred:

• Experience of a 24/7 contact centre environment
• Experience of managing remote teams
• Experience of managing a multi lingual environment
• Graduate level conceptual and analytical thinking

Location:

• Middlebrook Bolton – Hybrid working

Applicants must be located and eligible to work in the UK without sponsorship.

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