Head of Customer Service Operations

Studio Retail Ltd
01 Oct 2022
04 Oct 2022
Job Title
Contract Type
Full Time
Head of Customer Service Operations

Clayton–le–Moors, Accrington, Lancashire

Salary – Competitive + Benefits

About Studio Retail Limited

Now part of the Fraser Group we're one of the largest online value retailers in the UK, providing a personal shopping service to over 1.9 million customers each year through our award–winning App. And studio.co.uk and ace.co.uk websites.

Our product range is huge, with over 60,000 different products covering clothing & footwear, electrical, household, textile, bedding, furniture, nursery products, gifts and greeting cards.

We employ over 1500 colleagues in a wide variety of roles, many of whom have seen their careers grow with us. Our colleagues say they work here because of our people and customers, and we offer everyone the opportunity to develop and progress.

Our customers are at the heart of everything that we do. We're currently undertaking a digital transformation program that will deliver the best service to our customers and our colleagues, to make us the leading online value retailer in the UK.

About the Opportunity

Studio Retail has embarked on a digital transformation journey, that has already reaped incredible commercial success. We are looking for an ambitious Head Customer Service Operations to drive, lead and manage the performance of the Contact Centre, optimising the customer experience across all channels.

What will you be accountable for?

Our Customer Services team are at the heart of the business, they are leading the development of a high–performance culture and making Studio Retail Limited a great place to work. This is a great opportunity for someone who wants to join a business whose going through significant transformation.

Leading, promoting and driving the contact centre performance and customer experience
Leading, managing and delivering the plan to achieve optimised customer experience, aligned to the CX strategy
Leading, managing and monitoring the commercial and budgetary performance of the teams, maximising opportunities and minimising costs
Leading and driving the contact centre where the performance and potential of people is maximised
Leading, managing and monitoring that operational teams and processes meet governance and compliance standards and expectations
Identifying, building and maintaining positive internal and external stakeholder relationships

Who are we looking for?

Extensive experience of successfully working in and delivering customer service at a senior level
Role models excellent people management, leadership, coaching and motivational skills
Ability to deliver in a fast–paced environment
Experience in effectively managing a range of tasks and priorities, simultaneously
Proven track record in excellent facilitation, communication and engagement at multiple levels
Ability to engage, challenge and influence stakeholders
Experience of working with onshore and offshore contact centres
Is commercially astute
Excellent root cause analysis, problem solving and troubleshooting skills

Why Studio Retail Limited?

We have many experienced colleagues who'll tell you they love working at Studio because of the people and the opportunities to develop. It's a fast–paced environment and the offices have a friendly and informal feel to them, no suits required to do a great job here!

Through the pandemic we have adopted home working, where possible but expect to return to a hybrid model as soon as is practical and safe. It is key, therefore, that you can get to and from our offices in Accrington and are happy to commute, should requirements ever necessitate.

We offer a great benefits package including flexible working hours and free parking and would love to hear from you if you think we could be the right company for you.

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