Group Head of Customer Support

The Group Head of Customer Support will focus on mapping out our clients operational processes and procedures from end-to-end and holistically, in order to identify the best possible customer experience.

This individual will work with stakeholders to develop and implement plans across the business. This role is not only critical to delivering the best possible experience for our customers, but also instrumental for helping the Operations continually achieve high levels of efficiency, profitable income, and colleague engagement whilst delivering an outstanding customer experience.


Provide direction, leadership, development and management of the operations of customer support, the quality improvement team and overall customer experience
Develop and maintain in-depth working knowledge of the Operations products, operations, systems, and processes
Responsible for P&L management and optimization, including accurate revenue and expense forecasting, relating to all aspects of the Contact Center.
Continually seek to identify growth and efficiency opportunities, and execute in partnership with key stakeholders/partners
Continuous transformation of the Contact Center to handle customer requests with a focus on First Time Resolution whilst providing a Low
Effort-Outstanding Customer Experience.
Design and implement NPS and other customer engagement metrics
Leverage technology and automation to improve customer experience and improve operational efficiency.
Champion the customer throughout the Operations businesses
Achieve monthly CS KPI’s Agree priorities and standards and then manage the CS team to deliver them
Sets and monitors key performance indicators; including customer satisfaction, operating efficiencies, and operational performance
Implement colleague satisfaction measuring across the operation
Bias towards training and development across the talent base
Workforce/Resource Optimisation
Seek ways to improve processes and policies that hold true to the company’s mission and values.
Support the Operations vision of being an employer of choice
Ensure complete adherence to internal policies and procedures
Comply with responsibilities as laid down in the Group’s Health & Safety Policy in order to ensure a safe working environment
Partner effectively with stakeholders across the business

KNOWLEDGE AND EXPERIENCE:

Bachelor’s degree in Business or related field or 10+ years in expanding leadership roles with experience in leading a customer-facing support environment, including proven experience managing a comprehensive, growing business in a distributed support model
Proven ability to manage a contact center operation, using traditional contact center KPIs, ensuring quality, accurately forecasting revenue and expense. Experience with contact center operations and technologies including telephony, CRM, quality, training, etc
Familiarity with key Customer perception metrics like NPS and VOC, including their analysis and application
Experience of leadership within Gaming is considered an advantage
Thorough understanding of Contact Center metrics
Demonstratable experience of training and coaching background
Energetic, resourceful self-starter with high integrity, strong executive presence and the ability to work effectively in a dynamic, fast paced environment
The successful candidate would be an analytical thinker with strong troubleshooting skills and the ability to think systematically.
Ability to think strategically and develops creative solutions
Fantastic communication skills with a focus on building collaborative relationships and the ability to promote inclusion of diverse knowledge, skills and experiences to achieve results.
Ability to influence others, understands others’ perspectives, stand firm and compromise appropriately
Strong executive level presentation skills
Demonstrated success in influencing organizational change

to be discussed