Regional Director of Customer Operations, Midlands/Home Based, Competitive plus equity

The Role

This award winning, fast-growing consumer service company (with recently acquired Unicorn status) is looking for a customer obsessed, people centric leader who can scale-up operations as they recruit new customers.

You will be leading the UK’s regional customer operations and be responsible for growing operations from around 350 to 700 heads over the next 12-18 months with continued growth expected beyond this. This is essential to enable the company to serve millions of customers on its innovative tech platform both here in the UK and abroad.

You’ll be building capability and capacity across multi-disciplines teams, who, when not working from home, are based across the Midlands and South East England. This includes strategic workforce planning to cope with demand, especially across peak trading times.

The company has continuous 5-star Trust Pilot ratings and one of the highest Glassdoor ratings in the UK. This comes from empowering employees to do the right things for customers, so it’s essential that you do the right things to keep colleagues engaged, committed and customer obsessed. Teams reporting into you have broad responsibilities covering what’s traditional known as customer service, back office, industry operations, billing and collections so you’ll need to be versatile and able to adapt.

With an informal setting, free from policy and bureaucracy, the challenges you will face will include how to develop and advance employees without introducing hierarchy and departmental barriers and how you retain the dynamic culture as operations grow. This means you’ll help build a great business “to be from”.

The company is a bold and ambitious tech company with a clear sense of purpose.

The Candidate

Experience of working in a regulated environment would be advantageous, however not at the expense of your ability to build and lead amazing teams quickly while continuing to deliver outrageously good service. 

Leading by example, managing through context not control and finding ways to allow freedom with accountability to deliver results.

You’ll be driven by delivering an exceptional service for people and equally prioritise the customers and colleagues you serve. Comfortable dealing with ambiguity and frequent change which stems from rapid growth, you’ll contribute to and build on exceptional company culture.

For an informal and confidential discussion, please speak with our advisers at Berwick Partners:

Matt Cockbill

Partner

Matthew.Cockbill@berwickpartners.co.uk

0121 654 5907

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