£37,500.
Leading Snaptrip’s Customer Support team, the Head of Customer Support will:
- Oversee all customer support procedures, ensuring high communication standards are met and customer service processes adhered to by all team members.
- Actively seek out internal improvements to each customer service offering.
- Responsible for owning the customer journey.
- Monitor and analyse customer and team feedback to identify trends and areas for improvement.
- Ensure timely and effective resolutions of customer issues and escalations.
- Create new processes and customer service procedures where required.
- Lead, mentor, and manage the customer operations team, fostering a culture of excellence and continuous improvement.
- Collaborate with cross-functional teams to ensure alignment and integration of customer operations.
- Utilise data and analytics to measure performance, identify trends, and make informed decisions.
We seek a smart, energetic and experienced leader who knows how to motivate a team and get things done. Our ideal candidate will also ideally have the following skills/experience:
- A minimum of 3 years experience in a customer service management role, preferably with a background in dispute resolution or complaints management.
- Preferably have experience working for a travel or e-commerce company.
- Experience with Customer Support systems (online telephone, ticketing system, etc).
- Confident and passionate about developing and motivating people to achieve great results.
- Ability to think strategically and understand the impact that decisions will have on the business.
- Strong interpersonal skills - able to establish credibility quickly and build relationships effectively across the business.
- Strong technology user. Proven experience of using tech to improve productivity and enhance existing operational processes.
- Excellent resource planning and organisational skills. Able to prioritise according to ever-changing demand.
- Ability to motivate and inspire a team.
- Communicate direction and goals and manage a high performance team, coach and provide regular performance feedback.
- Work with other managers to enhance internal tools and policies.
- Actively oversee all dispute cases. Personally handle escalations and complex cases.
- Be an effective player-coach. Dedicate a portion of your time each week to rolling up your sleeves and working alongside the team.
- Strong data analysis ability.
- Champion individual and team achievements within the company.
- Please note, this position is maternity cover for 12 months.
