Director of Customer Services

Overview

In this role you will lead the development of a world-class customer service function within a growing home improvement business. You will work closely with senior leaders to align the function with the group strategy and ensure regulatory compliance in a highly regulated environment. You will transform customer service, setting metrics, and shaping the customer experience across surveys, design, installation, and aftercare. This is a chance to make a measurable impact by scaling service quality while collaborating across Operations and Marketing.

Pay / Benefits

• Tailored professional development for your career aspirations
• Hybrid working
• Private healthcare + other benefits
• Regular company wide incentives
• Events and weekends away

Responsibilities

• Develop and lead the customer service function from the ground up
• Collaborate with peers across the organisation to drive customer improvements
• Ensure regulatory compliance and legal requirements
• Improve performance using a defined customer service metric
• Set and manage the budget for the customer service function

Key requirements

• Proven track record of building a world-class customer service function
• Experience in a heavily regulated environment
• Strong collaboration within a leadership team
• Excellent project planning, time management, budgeting, and oversight

• collaborative
• stakeholder management
• proactive problem solving
• project planning
• budgeting
• performance monitoring

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