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For Companies At a Glance
- Tasks: Lead a team to deliver exceptional customer service and enhance the customer journey.
- Company: Join a growing, innovative company focused on shaping customer experience operations.
- Benefits: Enjoy a hybrid work environment with a competitive salary of £70,000 - £75,000.
- Why this job: Make a real impact by crafting memorable customer experiences and driving business growth.
- Qualifications: Proven leadership in customer support, ideally in tech or engineering, with strong communication skills.
- Other info: Opportunity to mentor and inspire a talented team while managing offshore partnerships.
The predicted salary is between 70000 - 75000 £ per year.
Role: Head of Customer Operations
Location: Reading (Hybrid)
Salary: £70,000 – £75,000 per annum
About The Role
As the Head of Customer Operations, you'll step into a pivotal leadership position, championing the delivery of exceptional service to customers both in the UK and internationally. In this role, you’ll guide a talented team, including a strategic offshore partner, to ensure every customer interaction is not only efficient but truly memorable. This is a people-centric role where your ability to inspire, mentor, and elevate the team will be key to driving exceptional customer outcomes.
Imagine walking into a company where your vision directly shapes the way customers experience the brand. This isn't just about managing support calls or troubleshooting issues; it’s about crafting a seamless journey that builds loyalty and sets industry benchmarks. You’ll have the unique opportunity to lead transformative changes, ensuring that customer touchpoints reflect the company’s commitment to excellence. Whether it’s enhancing processes, implementing data-driven strategies, or collaborating across departments, your influence will be felt throughout the organisation, driving both customer satisfaction and business growth.
Key Responsibilities
- Lead and develop a high performing team of managers and customer support professionals.
- Build and deliver a clear customer experience strategy that meets company goals.
- Oversee the delivery of customer support services, ensuring KPIs and targets are met.
- Manage relationships with an offshore support partner, ensuring high quality performance.
- Continuously improve processes and ways of working to enhance service delivery.
- Act as the final escalation point for unresolved customer issues and complaints.
- Collaborate across teams to deliver a seamless customer journey.
- Provide data insights and reporting to inform business decisions.
- Manage the department budget to deliver efficient and effective support.
What we need?
We’re seeking a seasoned leader with a proven track record in managing customer support teams, ideally within technology or engineering sectors, and experience in overseeing offshore providers. You’ll have a strategic mindset, strong leadership skills, and a history of mentoring managers to achieve results. Key qualities include exceptional communication, stakeholder management, and a customer first mindset focused on continuous improvement. You must be adaptable, resilient, analytical, and driven by getting the best out of your teams.
Join a growing, innovative company where you’ll have the opportunity to shape customer experience operations and drive real impact. Apply now!
Head of Customer Operations employer: Synchro
Contact Detail:
Synchro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations
✨Tip Number 1
Familiarize yourself with the latest trends in customer experience and operations management. This will not only help you understand the industry better but also allow you to speak confidently about innovative strategies during your interview.
✨Tip Number 2
Network with professionals in the technology and engineering sectors. Engaging with others in similar roles can provide insights into best practices and may even lead to referrals that could strengthen your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams to achieve exceptional customer outcomes. Highlighting your leadership style and the impact of your mentorship on team performance will resonate well with our hiring managers.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to drive decisions in previous roles. Being able to demonstrate a data-driven approach to improving customer service will set you apart from other candidates.
We think you need these skills to ace Head of Customer Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in customer operations, particularly in technology or engineering sectors. Emphasize any relevant achievements that demonstrate your ability to manage teams and improve customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your vision for enhancing customer experiences. Mention specific strategies you have implemented in the past that led to measurable improvements in customer satisfaction.
Showcase Your Leadership Skills: Provide examples of how you have successfully mentored and developed teams in previous roles. Highlight your strategic mindset and ability to drive results through collaboration and effective communication.
Prepare for Interviews: Anticipate questions related to managing offshore support partners and improving service delivery. Be ready to discuss your approach to handling customer complaints and your methods for using data insights to inform business decisions.
How to prepare for a job interview at Synchro
✨Showcase Your Leadership Experience
As a candidate for the Head of Customer Operations, it's crucial to highlight your leadership experience. Prepare specific examples of how you've successfully led teams, mentored managers, and driven results in previous roles.
✨Demonstrate Your Strategic Mindset
Be ready to discuss your approach to developing customer experience strategies. Share insights on how you have previously crafted and implemented strategies that align with company goals and enhance customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer complaints. Think of scenarios where you acted as an escalation point and how you resolved complex issues while maintaining customer loyalty.
✨Highlight Your Data-Driven Approach
Since the role involves providing data insights for business decisions, be prepared to discuss how you've used data to inform strategies and improve service delivery. Share examples of KPIs you've tracked and how they influenced your team's performance.
