Head Of Customer Service

Working for the Vice President B2B & B2C Support, the Head of Customer Services is responsible for a global team delivering customer services operations (B2C), across a variety of projects, assisting with the planning and implementation of the vision, design, and realisation of joined-up customer services across group-wide end-user/OTT consumer-facing platforms and services.

Responsible for day-to-day global customer service operations and collaborating with relevant stakeholders and resources, the Head of Customer Services will understand the operational needs of each project, ensuring that SLAs, KPIs and customer metrics are achieved in line with the highest quality in output, efficiency and profitability.

KEY RESPONSIBILITIES

Customer Service Operations

• Manage the B2C Team, aligning their efforts with the organization's strategic goals
• Run, monitor and report on day-to-day customer service operations across a variety of global projects, clients and sports
• The building, maintenance and upkeep of Knowledge Management System(s)
• Management of Zendesk (or similar ticketing system)
• Recruitment and training of internal and third-party teams
• Provide 2nd-level and supervisory support during live operations
• Manage day-to-day relationship with clients, providing reports, feedback and analyses as required
• Take responsibility for quality of output, efficiency and profitability of projects
• Ensure target SLOs, SLAs, KPIs and customer metrics are achieved in line with agreements
• Help key operational and customer metrics
• Understand and evangelise customer service concepts and strategy internally and externally
• Lead initiatives across the group in support of delivering best-in-class end-user/OTT customer services
• Liaise with internal and 3rd-party customer payment, subscription and account services

Business Operations

• Drive cross-functional collaboration to enhance service delivery, incorporating innovative practices and continuous improvement strategies
• Manage senior client relationships, driving a strategic outlook as well as ensuring day to day matters are effectively managed through the project team
• Operational management, including costs, budgeting and capacity control
• Gain an understanding of Deltatre’s services and technology
• Assist with the design, shape and evolution of B2C group operations
• Keep up to date with the latest industry trends and technologies and feed back into the organisation and working practices

Commercial Operations

• Work with the commercial and technical teams on customer service projects, as required
• Collaborate closely with the sales engineering team during the pre-sales phase, providing expert insights and guidance to shape effective service solutions.
• Work closely with the Commercial and Technical team to ensure that opportunities to up/ cross-sell are maximized throughout the lifecycle of the engagement
• Uphold the company's commitment to diversity and inclusion, fostering a supportive and collaborative work environment
• Help define pricing models

• Minimum 10 years’ experience in Customer Service
• Minimum 5 years’ experience running a Customer Service Team of 15-20+
• Good working knowledge of the Zendesk platform
• Experience working in a digital or OTT environment, preferably live sport or other time-critical subscription service
• Experience of managing remote teams
• Ability to work OOH and weekends as required to manage global services
• Opportunities to travel

We’re looking for someone who is:

• driven to push the boundaries and lead change and performance
• communicative to leave no-one in the dark and to work with your team successfully
• reliable so we know that we can call on you to meet deadlines
• passionate about the latest technologies and standards
• proactive to suggest improvements, identify and fix potential issues
• solid technically speaking, to advise both Clients and internal teams

Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.

Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.