Lead customer service across three island markets and build a stronger, smarter and more resilient operation.
The Role
Empower your teams, raise service standards and turn operational insight into better customer outcomes.
About You
Bring proven customer operations leadership and the ability to develop managers while balancing service quality, efficiency and commercial priorities
The Reward
The Role
Empower your teams, raise service standards and turn operational insight into better customer outcomes.
- Lead customer service performance across Guernsey, Jersey and the Isle of Man with responsibility for service levels, productivity, quality and customer outcomes
- Lead and develop three Customer Service Team Leaders, building clear accountability, coaching capability, succession and operational resilience
- Own workforce planning and resource deployment while creating cross trained teams and reducing operational points of dependency
- Oversee formal customer complaints and escalations, using recurring themes and service insight to drive practical improvements
- Improve customer contact and workflows through self service, contact centre technology and AI enabled tools while ensuring operational readiness for business change
About You
Bring proven customer operations leadership and the ability to develop managers while balancing service quality, efficiency and commercial priorities
- Strong leadership experience within customer service, contact centre or customer operations environments
- Proven experience leading through Team Leaders or managers with a strong focus on coaching, delegation and performance development
- Demonstrable experience managing service levels, workforce planning, productivity, quality and frontline performance
- Strong understanding of formal complaints handling with experience building resilient and cross trained customer service teams
- Excellent analytical and stakeholder management skills with the ability to improve operations through process redesign, self service and technology enabled change
The Reward
- Senior leadership responsibility for customer service operations across Guernsey, Jersey and the Isle of Man
- Opportunity to shape service strategy, workforce capability and operational performance across multiple markets
- Responsibility for developing Team Leaders and building succession and resilience across the customer operation
- Exposure to MVNO service delivery, customer service platforms and potentially Provisioning operations
- Opportunity to lead the adoption and optimisation of AI enabled technology, automation and customer self service