JOB ROLE: Head of Customer Operations

Key Deliverables

Zen Internet is Zen Internet is a market leading provider of Internet Services with a reputation for providing first class support and service to customers. Our reputation has been endorsed by customers, industry awards and independent media reviews. Due to a recent reorganisation, we are looking to recruit a dynamic, service-focused Head of Customer Operations to deliver an ever improving customer experience to our customer base whilst accommodating an increasingly diverse range of products and services.

This is a business critical role which reports directly to the Managing Director and sits on the Senior Management team. As Head of Customer Operations you will be responsible for ensuring that Zen’s operational activities and processes are aligned to meet current and future business needs and support Zen’s overriding mission to provide the best ISP service in the UK.

Previous experience of working in the Internet Service industry is essential. This will be backed by a track record of delivering outstanding service through large teams to a demanding customer base of business and residential customers. You will be responsible for delivering all aspects of the operational strategy through the Customer Service, Service Delivery and Technical Support teams that will report to you.

Your leadership, influencing & relationship building skills will be complemented by a hands on approach to managing change and you will have a natural talent for motivating and getting the best out of the teams working under your direction.

Key Responsibilities

Oversee the delivery of a seamless high quality service across all customer facing teams Look at ways to reorganise and improve operational area Provide inspirational leadership to our service teams Consider and evaluate different approaches of working Drive service excellence with a focus on achieving continuous improvement Define and deliver the operational strategy Streamline business processes to enhance efficiency Oversee our technical support, customer service and business support teams through an existing management structure which encompasses 3 direct reports and over 95 indirect reports

Candidate Profile

Significant experience in a similar role within a dynamic, technology led business – ideally within the ISP sector Experienced in leading multiple customer facing teams Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment Demonstrable leadership & change management skills Ability to influence others to get results; including using appropriate standards of business communication (written/verbal) Ability to plan and organise a sizable workload Effective interpersonal skills – including approachability to all levels of internal/external contacts Evidence of working at senior level within a growing business Ability to work both strategically and operationally. Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations Strong interest in improving the knowledge & skills of others Excited by the Internet and emerging technologies Adaptable and able to grow with the business