At a Glance
- Tasks: Lead and inspire teams to enhance customer service and drive operational excellence.
- Company: Join Calor, a leader in customer experience and innovation.
- Benefits: Competitive salary, leadership development, and the chance to make a real impact.
- Other info: Opportunity to influence strategic decisions and develop your career in a dynamic environment.
- Why this job: Shape customer service strategy and lead transformative initiatives for a better customer experience.
- Qualifications: Proven leadership in customer operations and a passion for outstanding service.
The predicted salary is between 60000 - 80000 £ per year.
- Head of Customer Operations
- The Point
- Permanent, Full time
This is an exciting opportunity for an experienced and inspiring leader to join our Customer Experience team as
Head of Customer Operations .
In this pivotal leadership role, you will shape and deliver Calor's customer service strategy, driving operational excellence and creating a seamless, high-quality experience for our customers across every touchpoint.
You'll lead our national Customer Operations teams through a period of transformation, championing continuous improvement, innovation and a customer-first culture.
What you'll be doing
As Head of Customer Operations, you will
- Develop and deliver Calor's Customer Operations strategy, ensuring alignment with wider business objectives.
- Lead and inspire nationwide Customer Operations teams, creating a high-performing and customer-focused culture.
- Drive transformation and continuous improvement initiatives that enhance both customer experience and operational performance.
- Lead the ongoing development and optimisation of our collections strategy, improving customer outcomes while reducing overdue debt.
- Use customer insight, operational data and performance metrics to identify opportunities and implement improvements.
- Work closely with senior leaders across the business to embed customer-centric thinking into key strategic decisions.
- Oversee customer service processes, systems and digital channels, ensuring they deliver efficient, effective and consistent service.
- Manage complex customer escalations, ensuring positive outcomes and maintaining customer trust.
- Coach, mentor and develop Customer Operations and Customer Journey Managers, building leadership capability across the function.
- Build strong relationships with key internal and external stakeholders to influence positive business outcomes.
- Champion Health, Safety, Security and Environmental standards through visible leadership and personal accountability.
What we're looking for
We're looking for an experienced leader who can demonstrate
Experience
- Leading large, multi-site Customer Operations or Customer Service teams.
- Operating successfully within a senior customer service leadership role.
- Developing and delivering customer service strategies that improve business performance.
- Leading large-scale change and transformation programmes.
- Driving operational excellence through continuous improvement.
- Managing customer service technology, CRM platforms and digital communication channels.
- Using customer feedback and operational data to inform strategic decision-making.
- Leading and developing collections or debt management functions.
- Building collaborative relationships across multiple business functions.
Skills
You'll also bring
- Exceptional leadership and people development skills.
- Strategic thinking with the ability to translate vision into action.
- Excellent communication and stakeholder management skills.
- Strong commercial and financial awareness.
- Analytical thinking and data-driven decision making.
- A passion for delivering outstanding customer experiences.
- The ability to influence, inspire and lead through change.
- Excellent organisational, planning and problem-solving skills.
Why apply?
This is an outstanding opportunity to
- Lead one of Calor's most important operational functions.
- Influence strategic business decisions at a senior level.
- Develop your leadership capability and broaden your experience.
- Drive meaningful transformation and continuous improvement.
- Make a lasting impact on both our colleagues and our customers.
Head of Customer Operations in Warwick employer: Calor
Calor is an exceptional employer that prioritises the growth and well-being of its employees, offering competitive pay and a range of benefits including performance bonuses and comprehensive training. With opportunities for career development through online courses and a supportive work culture, drivers can enjoy the flexibility of roaming across various sites while receiving paid travel time and meal allowances. Join us to be part of a dedicated team that plays a vital role in the UK's energy supply sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations in Warwick
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Calor. 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 Calor 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 Head of Customer Operations in Warwick
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 Calor:Your cover letter is your chance to shine! Tell us why you want to work at Calor 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 Calor!
How to prepare for a job interview at Calor
✨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.
