Head of Customer Services & Insights

As Head of Customer Service and Insights, you will lead and manage our Customer Service teams within a dynamic contact centre environment. You will lead and develop teams to deliver outstanding customer experiences, ensure compliance with regulatory requirements, and drive continuous improvement through data‑insights.

Key Responsibilities

• Develop and implement long‑term strategies for Complaints, Customer Service, and retention
• Managing a team of outsourced and in-house CS agents
• Managing and responding to the customer journey, focused on data and service, decreasing cancellations, and building retention
• Ensure optimal resource planning, skills development, and compliance across all teams
• Develop a risk‑aware culture and maintain regulatory standards
• Use data and root‑cause analysis to identify trends and drive improvements
• Oversee performance monitoring (KPIs), reporting, and auditing to the highest standard
• Utilising the CS system and WMS store data to assess metrics and develop strategies for retention and customer service
• Deliver operational plans, SLA targets, and customer satisfaction goals
• Act as a senior escalation point for executive‑level complaints and media inquiries

Skills & Experience

• Proven track record in leading high‑performing operational teams
• Passion for customer experience and complaint resolution
• Strong ability to translate strategy into actionable goals
• Regularly complete data analysis and performance measures reportingExceptional communication skills with experience engaging with all stakeholders
• Knowledge of relevant systems and compliance frameworks

Send your CV to: Dawn.May@robertwalters.com for immediate consideration or please click on apply now.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates

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