Head of Customer Service and CX

Head of Customer Service and CX

We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online. So we’re on a mission to provide just that. Lightning fast, reliable broadband that reaches the places other providers leave behind.

Our mission relies on a team full of inspiring people, and we’re looking for a Head of Customer Service and CX to ensure we deliver exceptional customer experiences across all interactions.

Could that be you? If leading best in class customer service gets you out of bed in the morning, and seeing your team be at their best puts a smile on your face then we would love to find out more about you.

Here’s why you’ll love this role…

Customer service operational leadership - Oversee the daily operations of the Customer service and Credit Control function

CX Strategy - Develop and implement initiatives to drive customer loyalty

Team Development and management - Coach, mentor and develop the teams, ensuring high levels of morale and ensuring we have a 'customer first' culture

Technology and systems - you will play a lead role in identifying and implementing new systems to drive operational efficiency and ensure we utilise current systems (incl. Salesforce) to streamline processes and provide the best outcome for the customer in our processes

Here’s why you’ll be great in this role…

You already have proven experience in a customer service leadership role

You are completely customer obsessed in all you do

You have a strong track record of managing teams to operational KPIs and service levels

Experience with CRM systems in a Customer Service context is a must - if you have used Salesforce - even better!

It goes without saying that you will have strong understanding of CX best practice

This is a full time role, based at our Willerby site.  But we’re all about making sure our people can do what they do best whilst balancing busy lives, hobbies, kids, cats and cross stitch. So if you’ve got ideas about flexible working, let us know.

Benefits

We have been busy updating our benefits as we grow. So now we have up to 5 additional days off a year – 2 days for charity work, a day off if you get married or move house and you get your birthday off!

- Pension – 5% employer / 5% employee contribution.

- WPA Health Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts.

- High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.

- Free Parking on site.

- Regular ‘Lunch & Learns’ and company wide ‘Elevenses’ meets to discuss company direction.

- Social Events – Summer and end of year parties etc.

- Thank Q Awards – Monthly £50 winner, yearly £500 winner.

… and more.

Please note: Unfortunately, we can’t offer visa sponsorship.