Job Ref: Head Of Operations

Location: London

Salary: 90k+

Salary Details: In return for your services you will be offered above average bonuses and benefits packages

Job Description

The Head of Operations will be responsible for driving results and productivity of the customer service team through effective management and communication. Ensuring the day to day operation of the business runs smoothly and as part of the management team striving for excellence in customer service and customer satisfaction. The delivery of the operational business strategy and maintaining of KPIs will be a key driver.  To ensure merchant queries are resolved and maintain a high level of customer satisfaction is given.

Duties & Responsibilities:

1.Implementation and Management of the operational process and procedures

2.Ensure merchant queries are dealt with in an accurate and timely manner

3.Identify key areas of improvement and implement tailored customer service policies and procedures to address those areas

4.nsure merchant workflows are actioned with in the timeline and all daily workflows are closed off from the system

5.All inputs into the CRM tool are kept up to date and actions followed up

6.Hire, train and develop customer service representatives to ensure knowledge and skill-set growth

7.Proactively manage customer response time

8.Works with the sales/account management team to ensure that customers receive the service levels required to satisfy their business needs

9.Production of weekly and monthly reports

10.Oversee the chargeback process

11.Ensure customer reconciliation and financial queries are managed and action followed up

12.Liaise with credit, risk and fraud teams

13.Ensure that the AML/CFT  policy is adhered to

Experience:

1. At least 4-6 years of proven leadership and management experience of a customer service

2. e-commerce experience and knowledge is preferred

3. Merchant Acquiring knowledge and chargeback experience

4.Understanding of card scheme rules

5.Ability to lead by example

6.Ability to work with all levels within an organisation

7.Excellent verbal and written communication skills and people management skills

8.Passion for providing exceptional customer service

9. A positive and team oriented attitude a must

10.   Train and maintain levels of acquiring and process knowledge

11.Manage merchant feedback and identify areas for improvement.

Contact Details

Consultant: Chris

Contact Tel: 0044 1707 707 030

Contact Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

You can apply for this vacancy using our online application form. This will require you to provide some basic information and your current CV.