As the Head of Customer Service, your primary responsibility is leading and managing a team of dedicated customer service specialists to create exceptional and effective experience for customers. You will ensure our customers receive outstanding service through phone, email, chat, social media, and digital platforms. Your role involves driving a customer-first culture and empowering our teams to deliver a world-leading, on-brand experience while maintaining key performance indicators and service level agreements. Working collaboratively with key people and departments across the business.

The Job

• Develop and implement strategies for delivering world class customer service experiences across all communication channels, ensuring customers needs are accommodated promptly, effectively and on brand.
• Constantly reviewing customer interaction journeys and internal processes to help drive down the volume of unnecessary customer interactions.
• Lead, motivate and develop a high performing team of customer service specialists. Harnessing a positive, proactive and engaging culture. Ensuring a strong pipeline of talent across teams, high staff retention rates and team satisfaction.
• Build and maintain strong internal relationships with key departments and stakeholders to constantly improve internal cross functional ways of working that ultimately benefit the customer experience.
• As the 'Voice of the Customer' this role will work collaboratively across all customer facing teams to be the authority on how our customers are feeling about Loaf, keeping the leadership team and wider business close to this.
• Establish and monitor KPIs, SLAs and customer insights, analysing data to identify areas for improvement and taking corrective action as necessary.
• Monitor and evaluate the quality of our customer service interactions, analysing customer feedback, listening to recorded calls, and identifying areas for improvement. You will work with the team to develop strategies for improving the quality of all our customer interactions.
• Build, own and maintain relationships with third party partners (such as Dixa), making sure they align with and support our strategic objectives.
• Manage the budget for the conversation centre, ensuring that resources are allocated efficiently to meet operational needs.
• Stay up-to-date with industry trends and best practices for customer service, technology, and communication channels, and implement relevant changes to improve operations.

We're looking for...

• Demonstrable and excellent track record in customer service, preferably in a leadership role.
• Recent experience driving positive change through directly managed teams and wider organisation.
• Strong leadership and people management skills, with the ability to motivate and develop a team to achieve KPIs and SLAs.
• Excellent communication and interpersonal skills, with the ability to build relationships with key stakeholders and professionally represent the company and influence change
• A customer first approach - always in the mindset of the customer.
• Strong analytical and problem-solving skills, with the ability to use data to identify trends, make decisions, and drive continuous improvement.
• Proven experience in developing and implementing customer service strategies across multiple communication channels.
• Knowledge of customer service technology and software, such as CRM systems, chatbots, and other automation tools.
• Ability to work under pressure and in a fast-paced environment while maintaining a high level of attention to detail and accuracy.

Some of our benefits:

• 25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
• Enhanced family leave policy
• Staff and friends and family discount scheme
• Healthcare cash plan
• EAP programme
• Shopping discounts
• Cycle to work scheme
• Half a day for Christmas shopping
• Life Assurance - 4 times annual salary

What's it like working at Loaf?

We are a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. The customer is at the heart of everything we do and we're always striving for better, more efficient ways to deliver to the highest standard.

As a business, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.

We'd love you to join us on our journey.