Head of Customer Operations

Job Title: Head of Customer Operations

Location: Manchester (Hybrid home/office)

Salary Package: £60,000 – £70,000 Base + Benefits

The Company:

• FinTech organization offering industry leading banking / payments solutions.
• Well-funded with over £27M backing and experiencing over 25% YoY sales growth.
• Established customer base including Sainsbury’s, ITV, Admiral Insurance, and The AA.
• Strong industry brand reputation with inspiring senior leadership team.
• Recognized as a multi-award-winning employer with a stunning office.

Responsibilities:

• Establishing a team comprising highly skilled members who embody our company’s values and vision consistently in interactions with customers, fostering collaborative partnerships
• Supervising the Customer Operations team to ensure adherence to service level agreements (SLAs), with a focus on surpassing expectations.
• Implementing a performance-driven culture within the team.
• Promoting a “first-time resolution” ethos; when not feasible, collaborating closely with second-line teams to resolve issues within agreed time lines.
• Continuously identifying opportunities to enhance customer processes, with the goal of delivering a superior customer experience.
• Proactively designing and implementing service delivery processes and tools aimed at delivering exceptional customer satisfaction.
• Advocating for the customer internally, leveraging aggregated feedback to identify trends and commonalities, maximising impact.

The Requirements:

• A skilled people manager with extensive experience in leading operational teams to achieve exceptional performance.
• Proven ability to manage and nurture high-performing teams effectively.
• Solid background in payments with a thorough understanding of payment infrastructure.
• Possesses an inquisitive mindset, constantly seeking operational excellence by challenging conventional practices.
• Proficient in process optimisation and adept at collaborating with cross-functional teams to deliver results.
• Recognises the significance of operational processes and the role of Key Performance Indicators (KPIs) in achieving organisational goals.
• Utilises data-driven insights to drive decision-making and maintains a continuous improvement mindset.
• Prepared to provide support to the business beyond regular hours, acknowledging the critical role as a supplier to our customers in our industry.

The Process:

• 30 min video call with HR Manager
• 60 min video call with Customer Success Director
• 90 min F2F meeting and presentation to senior leadership team

The Benefits:

• £60,000- £70,000 Base + Benefits
• Flexible home working practice
• 25 days PTO + Public Holidays
• Free Gym Membership or Wellbeing Allowance
• Access to employee share options