Head Of Customer Service jobs in United States

Application Deadline: 22 January 2025

Department: Community Operational Support

Employment Type: Permanent - Full Time

Location: Cardiff

Reporting To: Operations Director

Compensation: £50,000 - £60,000 / year

Amber is an award winning, fast-growing, vibrant business on a mission to fix utilities, save the planet and make people happy. We are an entrepreneurial business solving problems in the utility industry, currently going through an exciting phase of rapid growth against a backdrop of considerable change within the sector.

As part of our Net Zero Communities team, you will work for our clients who are primarily Landlords in the Build to Rent (BTR) Property sector. BTR homes are homes developed and built specifically for the rental market. Our Net Zero Communities (NZC) team provide a range of resident facing services designed to support Landlords in keeping things simple, easy and as stress free as possible for the residents of their buildings.

The Head of Customer Hub is a new role and is critical to the delivery of the Net Zero Community service. The role holder is responsible for leading teams of Team Leaders and Customer Service and Operations Advisors organised into ‘Customer Hubs’. Each hub delivers end to end service to the residents of our key clients. This includes onboarding new residents, home move processing, general customer service, monthly and final billing and escalation management.

• Lead a contact centre team engaged in cross channel customer service and administration ensuring customer experience is paramount
• Build a high performing centre focused on customer engagement and experience
• Implement robust quality assurance and performance management processes
• Evaluate Contact Centre statistics and identify hotspots and opportunities to improve
• Deliver effective resource planning and capacity management – ensuring that resource is deployed to match demand and delivers the most efficient levels of service
• Develop and report on Contact Centre KPIs building action plans to deliver improvement
• Support Team Leaders to meet targets, track performance/development and evaluate their teams
• Work across departments to implement new systems/processes that will improve the customer journey and communicate regularly with departments to ensure contact centre processes are up to date
• Carry out performance reviews, setting objectives and recommending training development
• Training and development – upskilling and cross skilling teams to improve first contact resolution, billing accuracy and home move accuracy
• Work closely with the Communications Manager and Operations Director to develop and improve customer communications

• Proven experience in a similar position leading multiple teams, ideally within the utility industry
• Experience in a multi-channel service operation including web chat and digital channels
• Strong experience of performance management within a contact centre environment
• Experience of implementing new technologies to a contact centre
• Strong attention to detail
• A problem-solving approach with excellent organisational and leadership abilities
• Adaptable management style to get results and help individuals achieve their full potential
• Experience of driving change initiatives in a service-based environment
• Effective interpersonal skills – including approachability to all levels of internal/external contacts

• Experience working with multiple utilities
• Experience of the build-to-rent and/or rental markets
• Experience of using Salesforce would be an advantage
• Experience working with both B2B & B2C customer bases

Joining an incredible group of people, all on a journey to save the planet, why not? But really… the biggest reason people choose to stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package… and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants!

• Private medical care
• Birthday day off
• Income protection
• Enhanced primary and secondary caregiver scheme
• Loyalty vouchers

Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds.