At a Glance
- Tasks: Lead and transform customer operations for a top broadband provider.
- Company: Quickline, dedicated to providing great internet for everyone.
- Benefits: Generous leave, health cashback scheme, and pension contributions.
- Other info: Join a dynamic team focused on continuous improvement and customer satisfaction.
- Why this job: Shape the future of customer experience with innovative tech and strategies.
- Qualifications: Proven leadership in customer operations, ideally in telecoms or broadband.
The predicted salary is between 80000 - 100000 £ per year.
We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online - our customers are at the heart of everything we do. So we’re on a mission to provide lightning fast, reliable broadband that reaches the places other providers leave behind. Our mission relies on a team full of inspiring, customer obsessed people, and we’re looking for a Director of Customer Operations to lead our end-to-end customer operations, spanning customer experience design, customer service, and technical support.
If leading and transforming end-to-end customer operations through automation, AI, and scalable models drives you and delivering a reliable, effortless customer experience brings results, then we’d love to hear from you.
Here’s why you’ll love this role…
- Shape and own the end to-end customer journey across every touchpoint.
- Drive a bold CX strategy that balances simplicity, quality, and cost.
- Transform operations through AI, automation, and digital first service design.
- Lead and develop a high performing customer service and technical support team.
- Play a pivotal leadership role in building a modern, customer centric broadband provider.
Here’s why you’ll be great in this role…
- Proven success leading customer operations in high volume service environments, ideally within telecoms, broadband or utilities.
- A track record of delivering transformation through automation, AI, and workflow redesign.
- Strong commercial instinct, with the ability to reduce cost to-serve while improving outcomes.
- Experience building empowered, accountable teams with a culture of continuous improvement.
- Confident operating at senior level, partnering cross-functionally to drive better customer and business outcomes.
The Benefits…
- Pension - 5% employer / 5% employee contribution.
- Health Cashback Scheme - Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, EAP, 24/7 remote GP service, member discounts.
- 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
- Option to buy or sell up to 5 additional days annual leave.
- Enhanced Paternity/Maternity/Adoption leave.
- High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street.
Director of Customer Operations employer: Quickline Communications Limited
At Quickline, we pride ourselves on being an exceptional employer that champions a customer-centric culture and fosters innovation in the telecommunications sector. Our commitment to employee growth is evident through our comprehensive benefits package, including generous annual leave, health cashback schemes, and enhanced family leave policies, all designed to support a healthy work-life balance. Join us in our mission to deliver outstanding broadband services while being part of a dynamic team that values collaboration, creativity, and continuous improvement.
Contact Details:
Quickline Communications Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Quickline Communications Limited. 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 Quickline Communications Limited 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 Operations
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 Quickline Communications Limited:Your cover letter is your chance to shine! Tell us why you want to work at Quickline Communications Limited 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 Quickline Communications Limited!
How to prepare for a job interview at Quickline Communications Limited
✨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.
