Customer Success and Operations Director

Company Outline:

Salary: Circa £120,000 + Enhanced Benefits

What We Can Offer You: Competitive Salary, Annual Performance-Related Bonus, Share Scheme, Life Assurance, Additional Holiday Purchase and Access to Wellbeing Resources

Why do we want you?

Wilmington plc is on a mission to revolutionise our customer service operations, and we are seeking a proven leader to drive this transformative change.

Reporting directly to our Group COO, this is a rare opportunity for you to lead the transformation of our customer service teams in line with our recent investment in a single technology platform across our training businesses: Mercia, ICA, CLTI and Bond Solon.

We’re looking for someone who excels at process mapping, setting clear KPIs and SLAs, and building high-performing teams to deliver consistent, outstanding service.

If you have senior leadership experience in B2B customer services and a track record of successfully leading organisational change, we would love to hear from you!

We shortlist all applicants who meet our essential criteria and guarantee an interview for all applicants with disabilities meeting these criteria.

For reasonable adjustments or to be considered for our interview guarantee scheme, please use the contact details provided once you have clicked "Apply".

Job purpose, tasks and responsibilities:

Your key focus will be on identifying the necessary roles and building our customer service team whilst also establishing the processes, policies, SLAs & KPIs to consistently deliver exceptional customer experiences.

You will be responsible for:

• Strategy Development: Working with the leaders of our businesses to develop operational strategies to exceed customer expectations and meet company goals.
• Process Management: Establishing SLAs, KPIs, and processes that ensure we consistently deliver outstanding customer service.
• Team Set up: Leading the organisation design of a group-wide customer service team.
• Building Teams: Identifying necessary roles, recruiting the right talent, and fostering a culture of collaboration, continuous improvement, and high employee engagement.
• Operational Leadership: Overseeing daily operations to ensure customer service performance meets or exceeds expectations.
• Stakeholder Management: Working closely with key internal stakeholders to build trust and ensure successful implementation of strategies.
• Technology Optimisation: Ensuring the technology portfolio used by the Operations team is fit for purpose, continually reviewed and aligned with core processes.

What’s the Best Thing About This Role?

You’ll have the unique opportunity to lead the transformation of our customer service team offering across our training businesses. Your work will directly impact the future of customer service at Wilmington plc, giving you autonomy to shape and build something truly transformative.

What’s the Most Challenging Thing About This Role?

You’ll be tasked with driving complex organisational change across multiple teams and businesses. We need someone who can navigate these challenges with resilience, adaptability, and strong leadership.

Essential and desirable capabilities:

We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.

To be successful in this role, you must have:

• Senior leadership experience in B2B customer services.
• Proven experience of forming and developing a team improving processes, SLAs and KPIs.
• A solid track record in managing organisational change, with the ability to bring key stakeholders on board.
• Strong relationship-building skills and the ability to operate at both strategic and hands-on levels.
• A professional background in sectors like professional training (e.g., Capita, BPP) is highly desirable.

You are a strategic thinker who thrives on achieving goals and developing others. You work well collaboratively and effectively utilise your strong verbal communication skills across all groups.

Before you go....:

About us

We’re Wilmington plc, a business of renowned brands helping our customers to navigate the ever-evolving regulatory landscape. We do this through providing actionable insight on the regulations that affect them, but also by providing complementary training to help them embed a culture of business conduct that is compliant with those regulations.

In this role, you will primarily work with 3 of our innovative training and bespoke technical support providers, covering industries such as financial services, accountancy and legal services:

International Compliance Association (ICA) is the leading professional body for global regulatory and financial crime compliance.

Mercia is a leading provider of training and support services for professionals in the accountancy profession in UK or Ireland.

Bond Solon is a leading provider of legal training and qualifications for non-lawyers.

Together, our brands are united in their purpose to help our customers to do the right business in the right way.

Find what you’re looking for

We are ambitious and inclusive, filled with integrity and curiosity. We are Wilmington PLC. Are you? Join us and achieve more within your career with mutual respect, support and fair rewards.

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

• Please note that this role may remain advertised until an offer of employment has been made.

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