Head of Customer Service

Employment Type: Permanent – Full Time

Location: Remote

Reporting To: Customer Experience Director

Compensation: £65,000 – £75,000 / year

Description

Head of Customer Service

Please note that applications will be reviewed as received and should a suitable candidate be identified, we may fill the vacancy early. Therefore, early application is encouraged.

About YouFibre

Here at YouFibre the customer is our focus as we are on a mission to provide the best service and customer experience in the telecommunication world. We treat our customers with the utmost respect, and strongly believe that our customers should always be seen as a person first and customer second. We do not accept anything less than excellent!

We take pride in our 4.8* Trustpilot rating and we ranked first for Customer Service quality in the ISPPreview 2024 study for UK Broadband ISPs. We are looking for a driven and experienced Head of Customer Service to join us to achieve our mission, delivering against our customer first agenda.

The Job

As the Head of Customer Service at YouFibre, you will be accountable for leading and delivering the provision of the best possible customer service for new and existing customers. You will be responsible for managing the smooth running of customer service operations across the full customer journey lifecycle, managing the performance of cross functional, multi skilled teams to ensure great customer outcomes and efficient operations.

Key Responsibilities

• Lead and manage both in-house and outsource customer service teams across the customer lifecycle for new and existing customers. This includes customer service, customer experience and complaints.
• Continuous improvement and management of the day to day running of the teams to ensure we deliver best in class 24×7, 7 days a week, customer service operations.
• Monitoring and performance management across our core KPI metrics to grow customer advocacy, deliver customer satisfaction, service levels and efficient operations.
• Drive ownership of CSAT resolutions, escalations, and customer complaints.
• Develop and grow strong partnerships with internal and external stakeholders to deliver and manage good customer and business outcomes.
• Deliver against the customer service strategy, delivering good customer satisfaction and outcomes through the most cost-efficient customer channels.
• Ensure good compliance and usage of tools, process, and resolution of CSAT and customer complaints.
• Establish policies and procedure that ensure delivery of high-quality customer support and reflects industry best practice and regulation.
• Leverage data, insights and reporting to manage performance, drive continuous improvement and find solutions to complex issues.
• Provision of operational and real time reporting, providing senior stakeholder visibility and management.
• Budget and financial management.
• Foster a diverse, inclusive, and high-performance team culture which reflects our company values and puts our customers and people at the heart of our success. Laugh with your team, love what you do and ensure that we keep moving towards our long-term goals.
• Provide operational expertise and support to the teams, including coaching and development opportunities to realise high performance teams. Help and guide the teams to resolve complex issues.
• Lead by example, be willing to be hands-on and have a can-do attitude.

What We Are Looking For

• Experienced customer service leader in a fast paced, dynamic environment, adaptable to change.
• An authentic and inspiring people leader who can hit the ground running and move at pace.
• Customer centred with demonstrable experience in delivering customer centric initiatives which increase customer satisfaction and reduce cost to serve.
• Proactive and willing to be hands-on, is prepared to lead by example and have an all-hands on deck attitude when a job needs to get done.
• Detail oriented with a completer/finisher mindset to see actions through to completion.
• Excellent and diverse communication skills – verbal, written, visual, listening, empathetic, assertive, and decisive.
• Data-driven approach, able to apply analysis and insights to deliver improvement opportunities.
• Experience and management of budgets, financial management.
• Partner and supplier management.
• Outstanding collaborator who builds relationships across teams, cultures, and perspectives.
• Strong work ethic can prioritise activity and work under pressure.

Why Our People Love Working With Us

• Equity – yes, a real part of the company!
• 25 days holiday plus bank holidays
• Pension scheme that matches your contribution up to 8%
• Phone allowance
• Health care cash plan
• Cycle to work
• Employee assistance programme
• PPE and Uniform provided
• IT equipment provided
• Remote working
• Discounted Gym memberships
• Retail offers – discounts from recognisable brands
• Company Events
• Travel expenses paid
• Annual Bonus up to 30% of salary (discretionary of the business)
• Free YouFibre broadband if you are within our area, plus friends & family discount.
• Life assurance giving you cover of 4 times your basic salary
• Colleague referral scheme of £500
• Continuous development and long-term career prospects

Like what you see? Here’s what happens next:

• Send us your application via our Careers Site or Job Boards.
• Recruitment screens your application against our essential criteria.
• Hear back from us within 2-3 days of application submission with an outcome/next step.
• If you haven’t heard back from us within the above timeframe, please feel free to reach out to us at [email protected]