Customer Operations Lead
As a visionary leader, you will spearhead process enhancements, inspire innovation, and shape the future of customer experience within our Financial Services division. Our fast-growing team is passionate about refining processes, leading high-performing teams, and delivering exceptional customer service.
* Process Refinement & Workflow Management: Continuously refine customer support processes to eliminate inefficiencies and elevate service quality.
* Implement cutting-edge automation tools to streamline workflows and boost customer satisfaction.
* Lead and develop a diverse, high-performing team of customer operations professionals and influence executive decision-making by representing customer operations in strategic forums.
* Proactively identify and mitigate operational risks impacting service, security, and compliance, ensuring processes adapt to evolving regulatory requirements.
* Leverage data and KPIs to measure success and fuel ongoing enhancements.
* Champion the Voice of Customer program by turning feedback into actionable improvements.
About You:
* Proven expertise in customer operations, process optimisation, and technology management.
* Hands-on experience with platforms like Zendesk, Salesforce, or Frankie One and automation tools.
* Strong leadership, communication, and project management skills.
* Analytical mindset with a passion for data-driven decision making.
* Ability to innovate and challenge the status quo to create impactful solutions.
About Our Culture:
* We value opinions and believe your ideas can make a difference.
* You'll work in a flexible environment with financial assistance to set up your home office.
* We offer a range of leave options, discounts, and vouchers from leading retailers, and more.
* We're an equal opportunity employer and champions diversity.