Head of Customer Service

Lead the delivery of Nominet’s world class service to all Registry Solutions’ customers and stakeholders, including our channel to market, domain name registrants and law enforcement. Be a key business leader in the Nominet organisation, providing inspirational leadership and strategic management of the service delivery department, working to develop our reputation for service excellence.

CLOSING DATE: 23RD JUNE 2019

Department
Operations
Salary
Competitive
Location
Oxford
Type of Hire
Permanent
Ref No
473

What do we expect from our Head of Customer Service?

  • Create and implement a service delivery vision and strategy
  • Lead the provision of best in class customer service and manage people and functions to support Nominet’s strategic agenda
  • Manage the Service Delivery budget, identifying opportunities to continuously improve, innovate & deliver value for money
  • Oversee necessary contractual and operational requirements (for registry and registrar obligations for Core and RSP clients) and ensure our compliance, balancing contractual compliance with channel relationships
  • Develop and implement new processes to improve and optimise the customer experience / journey
  • Support the delivery of registration and renewal targets looking at innovative ways to improve and increase these
  • Continue to focus on raising standards in our core business
  • Manage the data quality roadmap and evolve the strategy to improve confidence levels in the .UK register
  • Lead on nurturing our relationship with LEAs, ensuring we take appropriate action in response to requests to investigate domains suspected of criminal activity
  • Lead on key projects across the business division
  • Good management skills including leadership, coaching and development of a management team  
  • Develop and implement new processes and technology led solutions to improve the customer experience, and optimise the efficiency of the team
  • Ensure appropriate and stretching service levels are devised, delivered and benchmark externally
  • Act as the operational escalation point for all customer issues

What skills, experience & behaviours we look for?

  • Management experience in a dynamic, positive, innovative and fast paced customer service environment
  • Extensive experience of leading and managing teams
  • Evidence of delivering high levels of customer service and service level agreements
  • Technical awareness or ability to grasp technical concepts easily
  • Understanding of domain name structures (desirable)
  • Demonstrable ability to deliver key messages through a management structure
  • Developing and delivering service strategies
  • Developing compelling and impactful business cases and presentations
  • Robust analysis and reporting skills
  • Highly organised with a attention to detail
  • Excellent interpersonal and communication skills
  • Builds and maintains excellent relationships, both internally and externally with key stakeholders
  • Ability to champion the services the teams deliver both Internally and externally
  • Experience of working in collaboration and building a good relationship with Head of Product to ensure the product roadmap has a customer focus
  • Experience of working with compliance and law enforcement authorities and managing expectations with professionalism