Head of Customer Operations - Boots Opticians

Job reference: 142901BR Previous
Location: Nottingham Support Office
Function area: Business Support and Operations | E-Commerce | Opticians
Shift pattern: Full-time
Contract type: Permanent
Hours per week: Over 35 hours per week
Boots Opticians have an exciting opportunity for a Head of Customer Operations role. It is a new role to our structure and it will be responsible for the development and delivery of the direct customer channel strategy, including inbound and direct outbound retention, customer feedback and brand reputation management as well as process improvement and system innovation. Head of Customer Operations will also ensure that supply planning teams work effectively with internal partners and external suppliers to flow product through the supply chain to support sales. This role will be instrumental in driving our customer centric culture through collaboration across a variety of Boots UK / Boots Opticians functions and external suppliers.

About the opportunity
  • Own the inbound contact centre strategy to optimise inbound contact with a process of continuous improvement to drive customer experience and improve incremental value. This will also include an ongoing management of a new proactive (outbound) direct retention strategy
  • Develop existing and introduce innovative new technologies, processes and suppliers that can help optimise customer feedback mechanisms and ensure Root Cause Analysis (RCA) processes are in place to drive meaningful business change for customer and commercial benefit
  • Ensure the function adheres to all compliance and regulatory obligations across the use of technology, data and customer contact strategy
  • Responsibility for the customer reputation metrics by driving meaningful omnichannel business change, ensuring there is a closed loop processes through the management of online review platforms and all other internal / external customer feedback mechanisms
  • Create an efficient, high performing and customer centric culture across the Direct channel, including establishing and monitoring quantitative and qualitative targets for effective measurement and growth of the function

About you
  • Excellent strategic thinking skills, with a proven track record of implementing forward-thinking change & innovation in a commercial and customer focused environment
  • Demonstrable proven experience of the strategic development and management of large-scale sales-centric contact centres and direct sales channels
  • Demonstrable commercial aptitude, with capability to identify and create growth opportunities
  • Experience in managing programs of continuous improvement in large, matrix structured organisations with strong attention to detail
  • High levels of influencing skills across technical, operational and commercial functions to bring opportunities to life

  • We have a great range of benefits that go beyond salary and offer flexibility to suit you:
  • Competitive salary
  • Maternity / Paternity / Adoption leave pay
  • Boots Pension Scheme
  • Competitive holiday allowance
  • Generous staff discount (Boots, Boot Opticians and Boots Hearing Care)
  • £100 gift card for colleagues expecting/adopting a baby
  • Access to corporate discounts, including retail, cinema, holidays etc (UK only)
  • Discretionary annual bonus scheme
  • Access to our Employee Assistance Programme
  • Flexible benefits scheme (via salary sacrifice) including financial wellbeing support, gym membership, dental cover, life assurance, restaurant discount cards, activity passes, holiday buying and much more (exclusions may apply, eligible roles only)
  • Onsite staff shop, opticians, gym, coffee shops, cafeteria, dry cleaning service and excellent travel links
All rewards and benefits are subject to change and eligibility.

Why Boots

The Opticians Support team continually improve processes to make a difference to our patients and customers.

Supporting and implementing systems across the business, this fast paced function builds great relationships with our Opticians to ensure they can meet the ever changing needs of our patients and customers. You will provide world class support and knowledge. In return, we will build a personal development plan with you that helps you develop and further your career.

Boots Opticians is one of the leading optical chains in the UK and we’re still growing. We’re all about enriching the lives of every person who walks through our door; including yours. Bring your skills to a business that offers genuine career progression thanks to sheer diversity of practices and roles – and expect to be supported and developed from day one. You can learn more by visiting boots.jobs

What’s next

If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email.

If you have any questions about this vacancy, please contact frankie.mccallister@boots.co.uk