Job Introduction

ArrowXL are excited to announce that we are currently recruiting for a Head of Service Centre to join our award-winning Customer Support team in Wigan.

In this role you will review, develop, and lead the Service Centre function so that it delivers a first-class experience. Working closely with senior internal and external stakeholders you will ensure that the function works alongside the operation and all areas of the business to deliver excellent service levels and support a service culture within the organisation. You will play a key role in defining and delivering an effective Customer Service Charter and overall strategy within ArrowXL.

You will lead your team to deliver an efficient, cost-effective Service Centre operation that aligns to the AXL core values whilst focusing on the implementation of new and appropriate technology solutions to support the team to deliver excellence.

 By choosing to be part of our Customer Service team, you will be warmly welcomed into the ArrowXL family.

So, what are you waiting for? Apply now!

Role Responsibility

Reporting into the Chief Commercial Officer, your duties will include:

• Reviewing key Service Centre processes and establishing processes that support ‘Service Centre Excellence.’
• Regularly tracking and reporting of customer service metrics, presenting findings to relevant senior leadership teams, providing insight, recommending solutions, and implementing improvement actions.
• Effectively removes complexity, double handling, or wastage within the Service Centre team to provide an efficient and cost-efficient service model.
• Actively works with the operation to address service issues and repeat failures promptly and effectively. Ensuring relevant processes are agreed and implemented to reduce future complaints or customer concerns.
• Establishment of appropriate measurements and then ensuring ambitious standards of delivery against such KPI’s and budgets.
• Solves problems according to experience, analyses viable solutions and provides suggestions for improvement under defined parameters.
• Effectively manages time so that deadlines are met both individually and as a team.
• Acts upon any feedback from your line manager concerning individual and / or team performance.
• Is responsible for and undertakes continual learning and development both informally and formally, ensuring a clear understanding of the business and cross functional priorities.

People Management:

• Coaches & communicates in an inclusive manner at all levels throughout the business driving adherence and improvement of the business, standards, and procedures.
• Defines and manages day to day activities, being clear about priorities to guarantee that deadlines are met.
• Role models positive behaviour, which is in keeping with our values, recognising excellent performance whilst being clear and transparent about areas of underperformance concerning direct line reports and other departmental teams where applicable.

The Ideal Candidate

• Previous management of Service Centre operations upwards of 60 FTE in an inbound and outbound environment.
• Prior experience of moving away from traditional telephony-based contact to digital approaches (e.g., use of chat and social media messaging-based approaches).
• Knowledge and proven implementation of key Service Centre models, systems, and technologies (e.g., application of recognised CRM and Unified Communications platforms)
• Experience of Customer journey mapping, with a high-level of CEX and behaviour knowledge.
• At least 2 years’ experience in leading and managing successful teams at a senior level.
• Prior experience in leading organisational change and building an excellent service culture.

Essential Skills and Attributes:

• Strong stakeholder management skills, able to navigate the corporate landscape, quickly establish credibility and build effective, collaborative, working relationships at all levels.
• Excellent communication skills with the ability to influence and motivate at all levels.
• Displays a comprehensive knowledge of current Service Centre best practice.
• Demonstrates plenty of flexibility in respect of working hours as the role will require a willingness to undertake regular views of the operation across its trading period
• Analytical based approaches used to efficiently deploy resources; evaluate performance and manage costs.
• Dynamic with high energy and tenacity to see projects through to successful conclusion.

Package Description

Additional Information

• Annual salary of £65,000
• 40 hours per week
• Working hours: our Customer team currently operate between 07:00 - 19:00 Monday to Friday, and between 08.30 – 16:30 on a Saturday

In addition to a competitive salary, you’ll receive many excellent additional benefits including:

• Hybrid Working Options – opportunity to work from both the office and from the comfort of your own home
• Annual Leave Entitlement – 31 days entitlement (including statutory bank holidays) which increases with service!
• Holiday Buy Scheme – Buy up to 5 additional days
• Enhanced Pension Plan – ArrowXL company contributions matching up to 6%
• Life Insurance – Company funded 2x basic salary life cover from day one
• Enhanced maternity, paternity, adoption and shared parental leave
• Long Service Awards – Awarded for every 5 years’ service
• Employee of the Month Incentives – Local winners across the country plus an overall winner chosen by the CEO
• Progression and Development Opportunities – Investment into your career path via our award-winning Training Academy
• Up to 25% Staff Discount at www.very.co.uk
• Retail Discounts – Huge discount savings across retailers and restaurants including Apple, Asda, B&Q, Halfords, Nando’s, TGI Friday’s, Screwfix and many more!
• Discounted Gym Membership – Up to 25% discount across 3700 nationally located gyms, health clubs, leisure centres, bootcamps and fitness studios
• Cycle to Work Scheme – In partnership with Evans Cycles, the Arrow XL C2W scheme offers great benefits and discounts

About the Company

As the UK’s leading provider of Two-Person Home Delivery, we continuously strive to make the world of delivery a better place. Our aim is to build a welcoming and friendly business that supports the local community. We store and deliver large, heavy and bulky items in pristine condition – the kind of items that typically need two attentive people to handle. Quite often these items need installing for our customers, which we also do!

The ArrowXL culture thrives on six core values:

Innovative I Safe I Respectful I Excellent I Responsible I One Team

ArrowXL