Head of Customer & Digital Service

Why us?

We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

As the Head of Customer and Digital Services you will be responsible for the hands-on operational management of our first line contact centre which supports adviser queries and provides financial advice, ensuring an outstanding customer experience.

You'll be responsible for driving a customer-centric digital transformation in the business. Developing, executing and optimising the customer service operations and digital channels.

This is a hybrid role based in our Swindon office, with the requirement to be in the office 2 days a week. 

Your responsibilities will include:

• Ensuring smooth running of the contact centre to conform within service levels and drive agreed customer outcomes.
• Developing and implementing a comprehensive digital strategy in line with the customer strategy for the business.
• Lead the digital transformation initiatives to enhance customer experience, operational efficiency and service innovation.
• Champion customer-centricity across the organisation by designing and implementing service models that meet evolving customer needs.
• Oversee the development and management of digital platforms (online, chatbots, AI driven services).
• Drive continuous improvement in customer journeys by being insight led and working in partnership with other functions and teams to fix broken processes and journeys.
• Establish and monitor customer service KPIs, such as CSAT, First Contact Resolution & NPS.

What will you need to succeed?

• Significant experience driving delivery in an operational department including SLA's, multiple stakeholder engagement and collaboration.
• Previous experience of leading a customer service function.
• Experience identifying and leading a digital transformation within a customer service function.
• Demonstrable continuous improvement and/or change leadership.
• Strong strategic workforce planning, resource planning, talent management and engagement experience
• Puts the Customer at the heart of what they do, ensuring team have a clear understanding of what is important to the customer and why.
• Focused on delivering value with experience of overcoming obstacles to achieve the desired outcomes in the required timescale.

The benefits:

• Salary – up to £85,000
• Car allowance - £5,486
• Bonus scheme - on target bonus – 17.5%
• Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Income protection - 1x salary
• Death in service - 4x salary
• 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• A range of other flexible benefits to include private medical insurance, dental insurance and much more.