Head of Customer Services

We have an amazing opportunity for a Head of Customers Services to join Team OB in our Support Office.

As a Head of Customer Services at OB you will be responsible for the strategic direction and priorities of the Customer Service team in-line with wider business objectives.

You will be passionate about inspiring, motivating, leading and managing the CS team and ensuring our online customer receives the exceptional service they expect.

Our Support Office is based in Tolworth, only a 30-minute journey from London Waterloo. We are working a 50/50 split of office and home working.

A bit about us …

Oliver Bonas is an independent British lifestyle store. We are proud to call ourselves Team OB and believe Oliver Bonas is a truly special place to work. Our company values are Work Hard, Play Hard & Be Kind, and these values sit at the heart of every role here at OB. We are passionate and provide everyone with a fun place to work. Working at OB is more than just a job; it’s somewhere to build a career you are passionate about.

More about the role …

An OB Head of Customer Services will:

• Develop and implement a clear CS strategy and plan to support the delivery of a best in class service offering via various channels – email, phone and social
• Inspire and lead the CS team in delivering an exceptional customer service experience
• Work with the Customer Service Managers to ensure the Customer Services team is managed effectively to deliver against the agreed key performance indicators (KPIs) and service level agreements (SLAs)
• Support recruitment, training and development of the team to ensure exceptional service is provided to our customers and the team are confident and competent to make autonomous decisions
• Share business information with the team to ensure their knowledge and information is up to date
• Plan the temporary peak resource required and liaise with the Recruitment team to ensure these levels are achieved during peak periods
• Conduct progress chats and appraisals and set clear stretching developmental targets
• Continuously improve customer service standards throughout the business to ensure everyone knows the levels expected within OB.
• Continuously review current systems and processes, analyse their effectiveness, make changes to improve efficiencies.
• Ensure all of the CS team are working in line with the brand guidelines and OB tone of voice.
• Carry out competitor analysis and mystery shops
• Work with a number of other departments to define, champion and lead change in customer services within the business.
• Ensure data compliance and GDPR adherence within the team.
• Produce reports to analyse trends and issues that may arise, make recommendations and identify process changes to improve the customer journey
• Attend and be an active participant in both weekly and monthly meetings across the business with a variety of departments
• Present team performance against KPI’s and other ad-hoc feedback
• Manage the department budgets

Bonas Benefits:

• Generous employee discount up to 50% off all OB products
• Free access to our 24 hour employee assistance programme with Care First – offering financial, emotional and vocational support
• Flexible holiday – 33 days (including bank holidays) – increasing to 35 days with length of service
• Annual discretionary profit related bonus scheme
• Free membership for our Westfield Health Cash Plan or Private Medical
• Auto-enrolment into our pension plan
• Free access to our onsite gym
• Enhanced maternity, paternity, adoption and shared parental leave
• Equity, Diversity and Inclusivity Voice network and EDI team
• Education and support throughout Looop eLearning platform
• An opportunity to work at the highest placed retailer in Glassdoor’s Best Places to Work in the UK list 2022.

What we look for:

• Strong team management, motivation and communication skills
• Fantastic reasoning skills
• Experience of implementing a new CS system essential
• Excellent interpersonal skills and the ability to build and maintain strong relationships at all levels of the business and with external suppliers and providers
• Experience implementing new working practices and processes that can be measured
• Knowledge of “Best Practice” in customer service
• Previous experience of progress monitoring and reporting
• Great understanding of a variety of systems, recognition of different system formats and ability to self-learn
• A keen interest in websites and their functionality; ecommerce, email communication and online marketing
• A passion for our brand, understand retail and general consumer buying behaviour
• Ability to prioritise workload and deliver to tight deadlines

Equality, Diversity & Inclusion at OB

At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equality, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.

It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.

To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity