Director of Customer Service

Job Description
Ciphr is seeking an experienced Director of Customer Care to join us as we grow and expand.
Your role will be responsible for overseeing and managing all aspects of Ciphr’s customer care operations. This includes designing and implementing customer support strategies, managing customer support teams, and ensuring that customers receive timely and effective assistance in accordance with contractual commitments and SLA delivery. You will have 3 direct reports (Rapid Response Manager, Advanced Response Manager and Customer Escalations Manager.)
We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open, collaborative and people focused work environment where your input and ideas are welcomed.
Location:
This role is hybrid, you will be required to travel to the Reading office a couple times a week.
As Director of Customer Care, you will be working on:
Developing and implementing customer service policies and procedures to ensure consistency and quality of service across all customer touchpoints.
Managing and leading a team of customer service representatives, ensuring they are adequately trained, motivated, and equipped to provide excellent service.
Monitoring and analysing customer feedback and data to identify areas for improvement and develop strategies to enhance the overall customer experience.
Collaborating with other departments, such as marketing, sales, and product development, to ensure alignment of customer service initiatives with business goals and objectives.
Developing and managing customer service budgets, including forecasting and monitoring expenses and revenue streams.
Ensuring compliance with regulatory requirements and industry standards related to customer care.
Communicating with senior leadership on the status of customer service initiatives and their impact on business performance.
As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:
30 days annual leave, plus bank holidays
Family National Trust Membership
Birthday day off
Religious holiday swap
Family forming support - e.g., time off for family forming appointments or to support your partner
Enhanced maternity and paternity leave
Cycle to work scheme
Pension
Health cash plan
Life assurance
Technology/home improvements Loans
Perks at Work – access to exclusive discounts, cinema tickets, etc.
Regular training
£1,500 employee referral scheme
Medical Cover and Dental cover (after 6 months’ service)
Income Protection insurance (after 12 months’ service)
You will be a great fit if you have the following skills and attributes:
Maintain a customer first approach
Meet and exceed customer expectations
Ability to build a cohesive team and manage people effectively
Coach and develop the team
A thorough understanding of the strategic vision
Ability to set long term vision for the function
Proactive work ethic
Be positive and professional
Success in the role looks like the following:
Ensure effective management of all tickets that traverse Rapid Response, Advanced Support and Managed Service.
Guarantee timely resolution and response to all tickets in line with contractual SLA
Ensure we maintain a customer satisfaction regime that delivers a minimum score of 4.5/5
Effectively communicate with wider technology colleagues to aid seamless resolution to customer issues
About Ciphr
Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions.
Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.