Grays Inn Rd, London WC1X 8NH, UK Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req
21 May 2025
Title: Head of Customer Operations (12-Month FTC, Maternity Cover)
Department: Customer Operations
Location: Sheffield OR London (Hybrid, 3 days a week in the office, 2 days from home)
Full time, Fixed-Term Contract (12 months)
Line manager: Director, Global Customer Operations
Role overview: We're seeking an experienced transformation-focused leader to step into the role of Head of Customer Operations on a 12-month maternity cover. This role will be pivotal in delivering operational excellence across multiple product verticals while spearheading key change initiatives that transform our people, processes, and technology.
The successful candidate will also lead the Customer Resolution Team and act as a key partner to our Product and Technology functions to drive the adoption of digital capabilities and improved customer outcomes globally.
Key responsibilities: Lead and oversee all customer operational teams across assigned product verticals, ensuring an exceptional end-to-end customer experience.
Drive transformation across customer operations-standardising processes, embracing automation, and implementing scalable service models.
Partner with product and technology teams to improve and adopt digital customer service tools, self-service functionality, and chatbot capabilities.
Actively gather and analyse customer feedback, MI data, and survey insights to implement continuous improvements.
Implement best-in-class retention and complaint resolution practices that support customer loyalty and satisfaction.
Foster a high-performance team culture through effective communication, development, coaching, and performance management.
Ensure consistent achievement of all KPIs, service levels, and customer satisfaction metrics including a world-class NPS.
Effectively manage resources, including team rotas, recruitment, onboarding, and training.
What will you need to succeed? Experience:
5+ years of leadership in customer service operations, including managing managers and advisors.
Demonstrated success in delivering transformation across people, process, and technology.
Proven experience in global SaaS or Ed-Tech organisations is highly desirable.
Track record of exceeding KPIs and driving customer excellence in complex, regulated environments.
Experience with digital service tools, AI, self-service platforms, and operational optimisation.
Knowledge:
Contact centre models, complaint management, CLV, and cost-to-serve metrics.
Latest trends in digital customer service tools and operational strategy.
Skills:
Strong analytical skills and data-driven decision-making.
Process mapping, service design, and SOP creation.
Familiarity with customer platforms (CRM, Helpdesk, CCaaS, AI tools).
Confident in Lean, Six Sigma, or similar continuous improvement methods.
Calm, decisive leadership during periods of change or service disruption.