Trabajos head of customer success en SwanseaCrear alertas

Salary \n £61,923 \n \n Location \n Swansea, Wales, SA7 9FQ \n \n Job summary \n The Customer Services Performance Delivery lead is a key senior leadership role within Customer Services Group (CSG), responsible for leading and developing CSG's central performance, insight, services and Project control functions. The postholder will work across the whole of Service Delivery to translate insight into action, improving customer outcomes, operational performance, organisational resilience and delivery of strategic priorities. \n \n Passionate about people and public service excellence, the individual will be accountable for establishing a high-performing operational function that brings together workforce planning and resource modelling, business intelligence and analytics, benchmarking, quality and complaints insight, risk integration and project coordination. This role directly supports the HMLR 2026+ Strategy of improving the experience for our customers through embedding a customer resolution focus and improving the quality of all services we provide. \n \n The post holder will provide visible and inclusive leadership across a national team and through the effective use of data, customer insight and operational intelligence, will help ensure CSG delivers consistent, efficient and customer-focused services that support organisational priorities and service standards. \n \n The successful candidate will champion evidence-based decision making, enabling leaders to manage using live performance data rather than hindsight, removing complexity and maximising the use of technology. They will foster a culture of accountability, continuous improvement and operational excellence, ensuring that customer needs, a dedication to a high service quality, customer accessibility and business outcomes remain at the centre of decision making. \n \n Job description \n \n Main duties include; \n\n • Lead and bring together key individuals across Customer Services service line, setting a clear vision, building collective capability and fostering an inclusive, high-performing culture that reflects HMLR's values, leadership expectations and commitment to outstanding customer service.\n, • Lead workforce planning, resource modelling and forecasting activity across CSG, ensuring leaders have the insight required to make effective decisions on deployment, resilience, skills and future service demand.\n, • Build and maintain effective partnerships with the Service Delivery Resource & Planning team, working collaboratively to align planned activities with operational priorities and deliver improved service outcomes.\n, • Lead monitoring and reporting against key performance indicators, critical success factors, business benefits and improvement commitments, ensuring clear ownership, accountability and delivery against agreed outcomes for CSG aligned with Service Delivery Performance Leads reporting requirements.\n, • Work collaboratively with Heads of Service Delivery, senior leaders and corporate partners to translate organisational objectives into measurable performance outcomes, ensuring decisions are informed by evidence, customer insight and operational intelligence to achieve Service Delivery plan objectives.\n, • Develop and embed a single source of truth for CSG performance, bringing together operational, customer, quality, complaints, workforce and risk information to support evidence-based decision making and informed leadership action.\n, • Please see attached job description for full information.\n\n \n Person specification \n \n To be successful in this role you will have: \n\n • The ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by operational and senior leaders.\n, • Experience of leading performance reporting, business intelligence, workforce planning, forecasting or operational control functions in a large and complex operational environment, using data and developing dashboards/systems to improve service, customer experience and organisational outcomes.\n, • Experience of analysing operational, Voice of the Customer insight, quality, complaints and workforce data to identify trends, risks, root causes and opportunities, and using insight to inform practical recommendations and service improvement.\n, • Knowledge of quality assurance, complaints insight, root cause analysis and operational risk management, and the ability to integrate these into a coherent performance and assurance framework.\n, • Experience of supporting, influencing and constructively challenging senior leadership teams, building confidence, transparency and accountability in how performance is managed and reported.\n, • Strong organisational and delivery skills, with the resilience to manage competing priorities, complex operational challenges and improvement activity at pace.\n, • Demonstrable people leadership skills, including building capability, coaching others, leading change and influencing beyond direct line management to create a high-performing, evidence-led culture.\n\n \n Technical skills \n \n We'll assess you against these technical skills during the selection process: \n\n • Ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by operational and senior leaders\n\n \n Selection process details \n \n This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills. \n \n How to apply; \n Please complete the short application and upload your CV to clearly demonstrate; \n\n • Leadership of performance, business intelligence, workforce planning, forecasting or operational control functions.\n, • Experience operating within large, complex operational environments.\n, • Delivery of service improvement through the use of data, insight and performance reporting.\n, • Experience supporting and influencing senior leaders.\n, • People leadership, including leading teams, coaching colleagues and driving change.\n, • Delivery of operational improvement, transformation or organisational change.\n\n \n Complete the essential technical question which will test (in no more than 250 words), \n\n • Your ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by operational and senior leaders\n\n \n Complete the Personal Statement section (in no more than 750 words), describing how you have: \n\n • Led performance reporting, business intelligence, workforce planning, forecasting or operational control activity.\n, • Used operational, customer, quality or workforce insight to identify trends, risks and opportunities.\n, • Integrated performance, assurance, quality, complaints or risk information to support service improvement and informed decision making.\n\n \n Please focus on specific examples, your personal contribution and measurable outcomes. \n In the event of a high number of applications, we may sift on the CV alone as the lead criteria. \n The sift will take place shortly after the closing date. \n \n Interviews are expected to take place in person in the Swansea Office, w/c 14 September 2026. The interview may include a pre-prepared presentation or task, and questions around the key criteria relating to the role. \n \n Feedback will only be provided if you attend an interview or assessment. \n \n Contact point for applicants \n Job contact : \n\n • Name :Gary Elsey\n, • Email :Gary.elsey@landregistry.gov.uk\n\n Recruitment team \n\n • Email :hrresourcingteam2@landregistry.gov.uk\n

This is a zero hour contract role!Are you looking to start a career in the Car and Van Rental Industry? Whether you have current or prior experience, this could be the perfect opportunity for you! We offer in-the-job training.In the role of a Rental Agent, your responsibilities involve assisting customers with their rental needs in both in-person and telephone interactions. This position offers potential commission opportunities for successfully upselling our long-term rentals.At SwitchCar Rental, we are dedicated to providing outstanding customer service and we strive for success by constantly delivering exceptional serviceto all of our clients.What can we offer you?20 day holidays plus bank holidays pro-rataContribution to Group Personal Pension SchemeAccess to our SwitchSavings platform, an employee discount scheme offering huge savings across multiple retailersSponsored Summer and Christmas eventsCycle to Work SchemeDiscounted car hire ratesPotential to earn bonus payments in addition your basic salaryAbout youHardworking individual with the ability to work in a team and independently in a fast-paced environmentAbility to show great attention to detailIdeally, you will have worked in the service industryExcellent customer service and communication skillsHold a full-valid driving licence for a minimum of 12 months, with no more than 9 points on your DVLA check.How will your days look?Your role will involve dealing with customers face to face and on the telephone, completing tasks such as opening and closing rental agreements, locating fleet from other branches, and building rapport with all our customers. You will aspire to go above and beyond to deliver excellent customer service to ensure customer satisfaction. You will get involved with preparing the vehicles for rental and the delivery and collection of vehicles to customers other branches. You will also take part in conducting daily fleet and vehicle checks.About usWe have become one of the leading rental companies in the UK thanks to our comprehensive fleet and excellence in customer service. Such growth has brought increased career opportunities and security for each of our employees. As a family business, our people remain at the heart of everything we do.We offer short- and long-term rentals with a wide range of fleets: economy vehicles to family saloons, estate cars to 4x4s, and an extensive luxury collection, including our elite range and a wide-ranging commercial fleet. We operate in 81 rental locations across the UK, Scotland, and Northern Ireland. Our head office based in Exeter is where our accounts, human resources, insurance, fleet, and car sales departments are. In addition, we operate a central office in High Wycombe where the sales, call centre, and customer service departments are located.It is easy for us to tell you what life is like at Switchand why you would love being a part of our team, but we thought you would like to hear for yourself.Clickhere to read some of our success stories.TPBN1_UKTJ

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