Customer Services Director at Secret Escapes in London, United Kingdom

We are looking for a Director of Customer Services to take our offering to the next level in terms of efficiency and service level. A recent strategic review concluded there is significant upside on both aspects; we are looking for the right person to help us lead the team to realise this opportunity.

Key Responsibilities

  • Owning and developing the customer services strategy to create an efficient but engaging customer proposition
  • Own the budget, NPS and performance metrics
  • Be the voice of the customer for the business, representing the customer angle in commercial decision makin
  • Lead on delivering the recommendations from our recently completed CS strategy review
  • Implement processes to monitor outsourcer performance
  • Set the team KPIs and SLAs in line with the customer services strategy to ensure the Customer Services and Reservations team provide commercially viable but fantastic service in relation to inquiries, suggestions and complaints
  • Provide inspirational leadership to the Customer Services department to ensure everyone in the team is engaged and productive;  create a culture within the team which enables everyone in the team to excel.
  • Keep ahead of industry developments and apply best practices to areas of improvement
  • Drive new thinking to improve customer experience, leveraging existing experience, knowledge with business needs
  • Work closely with our tour op business teams to deliver the most effective service solution for this fast growing product line

Key experience

  • Extensive experience leading a customer services department or contact centre
  • Expert stakeholder management and cross functional communication skills
  • Demonstrable team leadership
  • Evidence of implementing a customer services strategy and accompanying KPIs and SLAs
  • Successful management of an outsourced solution

You are someone who..

Is a Role Model for a problem solving, solution focused approach to ensure the team always get the job done and overcome any obstacles (we always deliver)*

Ensures all decisions and team activity balances the commercials with our customers interest (we believe in our vision)*

Is prepared to listen to and be influenced by sound arguments and new information or evidence (open minded)*

Has gravitas, style and a presence that makes a positive impression (good people)*

Sets an inspiring example through personal delivery, energy and determination (we love our work)*

Seeks out and uses data where available to take data driven risks and make informed commercial decisions (we love data)*


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