Customer Service Director

The job in a nutshell

Our market leading brand in the energy auto-switching industry Look After My Bills, is looking for an experienced Customer Service Director to drive the customer strategy and to evolve and enhance customer engagement, systems, processes, team performance and efficiencies.


You will have a proven track record in leading large customer/contact centre teams and for driving positive commercial outputs from customer service and sales. This role will involve responsibility for scaling up the numbers of staff within the customer service team by more than double over the coming two years. You will have a proven experience of effectively recruiting, developing and structuring high performing teams. In doing so, you will also understand the importance of implementing effective systems and processes which improve efficiencies, enabling individuals to provide best in class service and expectations to a high-volume customer base.


In terms of leadership, you will have a proven ability to take people on a journey with you and navigate them through change. The development and motivation of the team is vital to achieving the best outputs for our customers and you will be able to coach, train and develop in a way that gets the best out of people as individuals.


Look After my Bills are pushing boundaries in terms of creating a leading customer service experience and you will acknowledge the importance of system innovation and approaches that enable a single customer view, data led customer engagement, reporting and how we can drive solutions that save the customer time and hassle to get what they need and proactively deliver to them a service that they didn’t even know they wanted!


If you want to join an exciting and innovative tech environment and you have the intrinsic desire and motivation to continually make things better for customers, whilst driving a compelling strategic agenda and commercial value, then please read on and apply!

Skills and experience you’ll need to have

  • Experience of leading customer experience and service at a senior level, influencing broader strategy and developing & delivering initiatives that actively increase NPS, improve retention and reduce churn.
  • Proven experience of leading transformational projects.
  • Experience of working in subscription businesses desirable.
  • Excellent senior customer success experience from a high-growth FinTech / eCommerce / subscription business.
  • Proven experience in personally designing and executing customer success strategies and processes.
  • Familiarity with the latest customer success, software as a service, and platform as a service technology trends and best practices.
  • Ability to design and implement scalable processes, review their effectiveness and iterate.
  • Commercially-minded with strong negotiation skills, successfully ensuring strong upsells within the customer base, preventing churn and actively improving retention rates.
  • Excellent communication both upwards and sideways and ability collaborate closely with a senior leadership team who set the group vision and strategy.

What you’ll be responsible for

  • Develops and iterates a multi-year strategic plan for the Customer Success department, including resource and capacity requirements.
  • Develops, executes and iterates a strategy which covers all necessary tactical initiatives, e.g. 3rd party call centres to handle seasonal volume, Risk mitigation in establishing multiple sites, Managing the adoption of the new vertical/product rollout and Working with Supply to develop innovation customer service solutions.
  • Creates a strong performance culture, setting clear objectives and deliverables and holding people accountable for delivery.
  • Sets customer metrics and NPS across the product portfolio.
  • Optimises, manages and oversees all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness.
  • Hires and promotes the best talent to build a best in class team.

Who you’ll be working with

  • Partners and works closely with Product Management, Tech, Operations & Partnerships.

About us

We’re on a mission to help people everywhere save time and money – whether that’s on essential outgoings or on the things that they enjoy.

If someone is looking for an insurance policy for the first time, wants to beat their renewal quote, is searching for the right financial product, or is after an outstanding utility deal, our comparison website – GoCompare – is there to help. We work with trusted insurance providers, financial services organisations and partners to provide a real breadth of coverage across the market.

Through MyVoucherCodes we bring savings from thousands of fashion, retail, restaurant, entertainment, travel and tech brands to millions of people.

Energylinx, our Ofgem-accredited energy comparison and switching service, brings excellent energy deals from more suppliers than any other UK switching site to UK households and businesses.

Look After My Bills is a leading automated energy savings service. The free service cuts customers’ gas and electricity bills without them having to do a thing. Customers sign up once and Look After My Bills seeks to get them the best deal they can from an energy supplier they trust with good customer service. When that deal ends they automatically switch customers on to another.

And weflip, an automatic switching service that helps people save time and money by flipping them onto better energy tariffs, uses technology to bring a new, hands-off approach to staying on great deals, forever.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • Bonus
  • 25 days holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Buy and sell holiday options
  • Extra holidays for length of service
  • Share save scheme
  • Enhanced maternity and paternity policies
Go for it
Salary:

Competitive

Location:

London

Job Reference:

gocompare/TP/41/321

Closing date:

28th June 2020

Working hours:

37.5 hours per week

Go for it