At a Glance
- Tasks: Lead customer service strategy and ensure a world-class experience for clients.
- Company: Fast-growing telecoms company with a £1bn+ valuation, focused on innovation.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Join a company approaching unicorn status with a strong focus on customer satisfaction.
- Why this job: Make a real impact in a pivotal leadership role within a thriving industry.
- Qualifications: Proven success in senior customer service roles, ideally in telecoms or IT.
The predicted salary is between 72000 - 108000 £ per year.
The Company:
- National provider of full fibre networks and connectivity solutions
- One of the fastest growing infrastructure businesses in the UK
- Approaching unicorn status £1bn+ valuation
- UK based, owned and founder led
- Enterprise B2B and wholesale specialists
The Role:
The Customer Services Director is a strategic leadership role responsible for championing customer services and service delivery across the organisation. They will manage the service delivery, customer service, and support teams, overseeing onboarding, escalations, and renewals. They will also manage customer-side projects including offnet and multisite installations. The Customer Services Director will set and deliver the overall customer service strategy, drive continuous improvement, and ensure that all client interactions reflect company values and goals.
Key Responsibilities:
- Delivering a world-class customer experience, driving customer satisfaction, retention, and advocacy
- Provide a seamless customer journey, from onboarding to renewal and everything in between, optimising for quality of service
- Lead customer success, managing contract negotiations, upsell and cross-sell, monitoring and measuring customer success standards across all teams
- Monitor and analyse customer satisfaction metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and identify areas for improvement
- Oversee customer support, service management, and escalations, taking a lead role in the effective delivery of our fibre products into business customers
- Lead customer-side project management, including offnet connections and multi-site or large programme management delivery
- Manage the technical support and service desk platform to ensure delivery goals are met and surpassed
- Work with field delivery and planning teams to allocate workflow and manage prioritisation, contribute to business planning and delivery goals
The Candidate:
- Proven success in a senior customer service role, ideally within telecoms, IT managed services or similar; previous start-up or scale-up experience would be a bonus
- Previous experience of wholesale or B2B connectivity services would be important, ideally in a telco, mobile or utility provider
- Extensive experience with service delivery metrics, customer satisfaction analytics, and continuous improvement programmes
- Hands-on, "customer first" attitude, able to develop innovative ways to improve service delivery, driving higher satisfaction and faster ticket resolution
- Comfortable working within a heavily automated service desk supporting multiple support channels – phone, chat, SMS, WhatsApp, social media etc.
- Strong leadership skills, clear communication style, excellent problem-solving abilities under pressure, able to inspire and motivate hybrid teams
- Analytical and data-driven, with the ability to define and track key metrics and use data to inform decision-making
- Previous experience in a start-up or hypergrowth environment, growing high-performance teams, and adapting to a constant growth scenario
Director of Customer Service in Brighton employer: Alexander Rhodes Associates Ltd
As a rapidly growing national provider of full fibre networks and connectivity solutions, this company offers an exceptional work environment for the Director of Customer Service role. Employees benefit from a dynamic culture that prioritises innovation and customer satisfaction, alongside opportunities for professional growth in a supportive, founder-led organisation. With a focus on continuous improvement and a commitment to delivering world-class service, this is an ideal place for those looking to make a meaningful impact in the telecoms sector.
Contact Details:
Alexander Rhodes Associates Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Service in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Alexander Rhodes Associates Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Alexander Rhodes Associates Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Customer Service in Brighton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Alexander Rhodes Associates Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Alexander Rhodes Associates Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Alexander Rhodes Associates Ltd!
How to prepare for a job interview at Alexander Rhodes Associates Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
