Job Vacancy

Head of Customer Operations

Overview:

The Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. 

Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong relationships with our customers whilst creating a great experience at every opportunity. To achieve this the Head of Customer Operations will work closely with our Head of Customer Success and Head of Implementation, to identify any issues, review our customer processes, manage incidents, work to reduce customer churn plus own other customer impacting activities.

The Head of Customer Operations, working with the Head of Service Desk, will be responsible for all inbound customer queries and issues with this team acting as the 1st line support to the customer base.  By improving process and looking at opportunities for our customers to self-serve the team should be measuring their 1st time resolution times, that all SLAs are achieved and working closely to other internal teams to create a great customer experience.

This role will involve working closely with our IT Operations and Infrastructure teams to ensure we have full visibility of our payment processing metrics and use this to identify where we can improve our customer experience.  

We know that incidents are inevitable within businesses but how we manage these is critical to our success.  As part of the role the holder will support the Director, Customer Success by acting as our Incident Commander. 

This role with also take the lead for building the processes, procedures, tooling, and personnel required for a world-class customer service which blows the mind of our customers every time.  The CS Ops leader is an expert in our products, platform, markets and crucially our customer base, and acts as a coach to ensure that all members of their team are equally proficient in these key areas.  

Duties & Responsibilities:

• Building a team of highly skilled team members who represent AccessPay values and vision to the customer without exception and can work with the customer to build the partnerships required.
• Oversee the Customer Operations team, ensuring that all SLAs are met, and in many instances exceeded.
• Create a performance management environment within the team.
• Drive a culture of 1st time resolution, where this isn’t possible work closely with the 2nd line teams to resolve issues within the agreed SLAs.
• Continually identify opportunities to improve the processes for our customers, all with an aim of creating a world class customer experience.
• Proactively design and deliver service delivery processes and tooling that engenders exceptional customer experience.
• Represent the voice of the customer internally, acknowledging that customer voices should be aggregated where possible for maximum effect, by drawing out trends and similarities between customers.  
• Communications about and from the customer needs to be frequent and relevant within AccessPay.  The Customer Operations team is responsible for ensuring that all roles and staff within the AccessPay family understand and receive regular updates on our customers.  

Required Experience:

• An excellent people manager with demonstrable experience managing operational teams for performance.
• A proven track record of managing and developing high performing teams.
• A payments background and solid of understanding of the payment’s infrastructure.
• You have an inquisitive mind and look to achieve operational excellence by challenging the norm.
• You look for optimisation of processes and can work with wider teams to deliver.
• Will understand the importance of operational processes and the importance of KPIs.
• Use data to make decisions and always have a mindset of continuous improvement.
• Given the industry in which we operate, and as a critical supplier to our customers, be prepared to support the business outside regular hours if incidents occur.


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