Head of Customer Operations

This role is critical in shaping and driving the success of our sales and customer service operations. The role encompasses leading and guiding the Independent Sales teams (Telesales and Field Sales) as well as our Customer Service operations. It will be responsible for driving process improvements, performance optimisation and coaching the independent sales and customer service leaders. The successful candidate will inspire teams and ensure alignment with business objectives, driving growth, and delivering exceptional customer experiences.

Leadership capability and a customer-focused mindset will be pivotal in scaling our sales operations and achieving business success as will be the ability to think strategically and drive process improvement.

Key Responsibilities:

• Foster a culture of high performance, accountability, and collaboration across telesales, field sales and customer service functions.
• As part of the Sales Leadership Team, contribute to the wider success of the function
• Develop the Contact Centre Operations strategy and plans to drive towards best in class service, meeting or exceeding all KPIs and operating within budget.
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies including Telephony & CRM and to create a cost-effective operation consistently achieving contact handling SLAs.
• Lead the rollout of new systems as required, ensuring adoption and effectiveness across all areas.
• Establish clear objectives and performance expectations, ensuring effective communication of KPIs and targets to all team members.
• Lead, inspire and co-ordinate management teams at all levels to encourage motivated and engaged colleagues.
• Conduct regular one-to-ones, performance reviews, and coaching sessions to support development of direct reports and wider team development, working closely with HR & Training team
• Identify and nurture talent, creating opportunities for career progression within the organisation.

• Identify and seize growth opportunities to expand market presence and drive profitability.

• Facilitate collaboration between telesales, field sales and customer service teams

• Work closely and cohesively with operations leadership, micro-sites, logistics, IT, and finance teams to ensure seamless service delivery and maximise operational efficiency.
• Support cross company initiatives to drive improvements, improve efficiency and reduce customer complaints

• Oversee the collection, management, and utilisation of prospect and customer data to support sales growth.
• Deliver regular reports on key metrics, including sales and service performance, customer activity, and team efficiency.

Person Specification

• Extensive experience of leading and running Call Centre Operations in sales and customer service environments
• Proven track record with process improvement and delivering change
• Prove experience driving a collaborative culture within own areas and with wider business teams and stakeholders
• Deep expertise in relevant systems and process, especially for call centres, CRM development and related business systems
• Proven experience in a sales and/or customer service leadership roles, ideally in related industries.
• Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams.
• Commercially astute with strong strategic thinking and problem-solving capabilities.
• Outstanding communication and stakeholder management skills.
• Commitment to delivering exceptional customer service and fostering a customer-focused culture.