What the role is all about…

Three Business are looking for a Customer Service Design Lead to join our Business Operations team.

In this exciting role you will design and deliver a marketing leading multi-segment Customer Service strategy. You will partner with colleagues in the Customer Service teams and other peripheral operations teams to stand up the operational model, and then continuously enhance on an ongoing basis as we grow, scale-up and bring new products and services to the business market.

You will lead, support, and govern all initiatives impacting Business Customer Service, utilising your functional expertise to ensure service excellence and customer experience at the heart of our decision making.

Fundamentally, you will act as the voice of the customer in our organisation.

This role can be based at our Reading or Glasgow office.

Please note: Internally this role will be known as Service Design Lead

What you’ll be doing…

• Lead the creation and execution of innovative customer service strategies tailored for a B2B environment, that support both traditional contact channel and digital, omnichannel, and self-serve channel to enhance accessibility and efficiency for our customers.
• Govern and deliver broader transformational and change initiatives to ensure their successful integration within Business Customer Service to improve service delivery and customer interactions.
• Apply a holistic view of Business Customer Services across all touchpoints, ensuring that service design proposals consider broader impacts and consistently enhance the overall customer experience with innovative and forward-thinking solutions.
• Develop and maintain robust relationships with the wider team and stakeholders across the business. Collaborate to implement changes that enhance performance and customer experience through improved processes, systems, and procedures.
• Monitor ongoing performance and operational health, ensuring that gaps or incidents are resolved in a timely manner and underlying issues are prioritized and addressed as necessary.
• Act on insights and data to identify and curate opportunities to enhance the effectiveness of Business Customer Service experience for both our customers and colleagues.
• Prepare and delivering updates on plans and performance to various levels of business and Three senior management, ensuring all stakeholders appropriately engaged.