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Head of Customer Operations

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Pitchup.com

3mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    People, HR & Administration
  • Germany, +11
    Remote

AI generated summary

  • You must have experience managing a B2C customer service team, a background in ecommerce, project management skills, data analysis, multi-channel support expertise, and excellent communication abilities.
  • You will lead customer service projects, manage performance metrics, oversee daily operations, ensure high-quality support, and drive process improvements while collaborating with teams.

Requirements

  • A previous track record of managing a busy B2C customer service team of at least 10 people
  • Ideally, a well-documented history of working within an ecommerce/marketplace or online travel agency
  • Project managed/led large Customer Service projects to completion and success
  • An understanding and ability to analyse customer service data and KPIs to make data-driven decisions for improvement
  • A solid background of providing multi-channel support via email, phone and live chat
  • Highly conscientious with a strong sense of ownership and accountability, underpinned by a commitment to customer satisfaction, and able to instil this ethos within your team
  • Able to work shift pattern of 40 hours per week between the hours of 7am and 10pm in season, with weekend and bank holiday coverage
  • Excellent verbal and written communication skills, able to convey information clearly and concisely, both to customers and your team
  • Adept at identifying and solving complex customer issues, pragmatic and able to make sound decisions quickly and efficiently
  • The ability to manage time efficiently, manage projects to completion and prioritise tasks in a fast-paced customer service environment, with a strong bias to action
  • Meticulous, but with an instinct to simplify

Responsibilities

  • Lead customer-service related projects
  • Automate one-touch resolution
  • Seasonal planning, owning metrics, resource and technology needs
  • CSAT analysis and implementation of key learnings
  • Team management: setting targets for individuals; acting as a point of escalation, performing quality checks; recruiting/training and onboarding new staff; managing daily team operations; measuring performance and setting the seasonal rota.
  • Support: overseeing all channels; email, phone and live chat to ensure we’re achieving our KPIs, prioritising urgent cases and providing high-quality customer service
  • Performance metrics: tracking, reporting and improving KPIs such as customer satisfaction, and response times and implementing improvements to minimise time to resolution
  • Reviews and disputes: your team manages review dispute requests and Feefo reviews
  • Product enhancement: championing our customer-centric approach by collecting and communicating customer feedback to the product team
  • Problem-solving: taking the initiative to solve problems now and in the future
  • Process improvement: suggesting and supporting process improvements/new initiatives across the department, facilitating team implementation when required
  • Social media: your team works closely with marketing to respond to and resolve urgent queries and comments made via these channels
  • Compliance and quality assurance: ensuring compliance with company standards and maintaining a high quality of service

FAQs

What is the overall purpose of the Head of Customer Operations role?

The Head of Customer Operations is responsible for leading the customer service team, ensuring the best possible experience for customers and site owners, and managing various customer-service-related projects.

What type of team management responsibilities does this role entail?

This role involves setting targets for individuals, performing quality checks, recruiting, training and onboarding new staff, managing daily team operations, and measuring performance.

What kind of customer service channels will the Head of Customer Operations oversee?

The Head of Customer Operations will oversee email, phone, and live chat channels to ensure KPIs are met and high-quality customer service is provided.

What experience is required for this position?

Candidates should have a track record of managing a busy B2C customer service team of at least 10 people, preferably within an ecommerce, marketplace, or online travel agency environment.

What project management skills are required for this role?

Candidates should have experience in project managing or leading large Customer Service projects to successful completion, along with the ability to analyze customer service data and KPIs for data-driven decision-making.

Are there specific working hours for this role?

Yes, the role requires a shift pattern of 40 hours per week between the hours of 7 am and 10 pm during the season, including weekend and bank holiday coverage.

What type of skills are essential for communication in this position?

Excellent verbal and written communication skills are essential, as the Head of Customer Operations must convey information clearly and concisely to both customers and the team.

What benefits are offered to employees in this role?

Benefits include 25 days of holiday, pension matching, private healthcare, discounts on various outlets, work-from-home equipment allowance, and enhanced maternity and paternity leave, among others.

What is the salary range for the Head of Customer Operations position?

The salary range for this position is between £50,000 and £73,000.

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Pitchup.com

Make your great escape

Technology
Industry
51-200
Employees
2009
Founded Year

Mission & Purpose

Pitchup.com is the market-leading online booking site for campsites, glamping sites and caravan parks, with over 5,500 sites available to book in 67 countries throughout Europe, the Americas, Australia and Africa. One of only 90 companies to appear for three years running in the Financial Times'​ FT1000 fastest-growing companies in Europe, we've generated almost £200m in bookings, sent 6m customers on holiday and enjoy up to 320,000 daily visits. The company was founded in 2009 by lastminute.com staff with a background in holiday parks. Over 1bn nights are spent annually on campsites and caravan parks globally, more than in hotels in many countries - we're making it a doddle to find and book them.