Quality Director, Consulting

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. 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.
30 days annual leave, plus bank holidays
~ 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
~ 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)
Ability to set long term vision for the function
Ensure effective management of all tickets that traverse Rapid Response, Advanced Support and Managed Service.
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.