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Closing Date: 07/11/2020

Location/Division: CashFlows

Cashflows is on a mission to simplify payments, offering a smoother, faster experience for our customers. Head of Customer Operations is a key role in helping us achieve this. If you are passionate about providing good customer support, face issues and challenges head on and can operate at pace in a dynamic and changing business, then get in touch!

As Head of Customer Operations you'll be a responsible for managing delivery of a responsive and professional customer service and support operation. And by this we mean an operation that has customer at its heart; with a team who understands how our business works on the inside so they can make sure customers are onboarded and supported in the right way, enabling mutual success and benefits for them and us.

Managing a small team of operations and customer support staff, you will work in collaboration with colleagues from Risk & Compliance, Sales, IT and Product to ensure that Cashflows provides speedy new customer onboarding, supports development of long term business partner relationships and effectively manages and resolves all customer incidents and complaints. 

You will be responsible for

·         Implementing and managing an effective end to end Incident Management process

·         Implementing and managing an effective Business Continuity process

·         Customer onboarding

o    new account activations

o    Auto-boarding

o    Partner and merchant onboarding communication

·         Customer Support

o    Customer complaints and service queries

o    Working with product and sales to proactively support our key accounts 

o    Customer Chargebacks & disputes