Customer Service Design Lead
- Sales
- Full-time
- 37.5
- Three UK
- Reading
This vacancy has now expired. Please see similar roles below...
Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.
Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.
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.
What you'll ideally bring...
- Demonstrated experience in developing and implementing customer service strategies within a B2B environment, ideally within Telco.
- Proficiency in enterprise-level business process re-engineering and transformation, including B2B go-to-market strategies, change management, and a comprehensive understanding of service and interaction design.
- Proven ability to initiate and manage customer-focused service enablement practices throughout their lifecycle, particularly within retail and contact centre environments, ideally in the telecommunications industry.
- Strong commercial acumen, with excellent communication and presentation skills, and a demonstrated ability to build and maintain positive relationships across various business functions.
- Ideally experience and accreditation of core project management tools and methodologies.
What you'll receive in return…
- A competitive salary, a car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
- Hybrid working between your home (2-3 days a week) and our Reading HQ office in Green Park or our Glasgow office (2-3 days a week)
- 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
- Private Medical Insurance, Life Assurance and Income Protection
- Free mobile phone package & unlimited sim-card
- On-site car parking - including electric! (Reading only)
- Plus lots more including wellbeing and learning & development benefits!
-
Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!
We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.
At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.
The benefits
Income Protection
Wellbeing and learning & development initiatives
Annual bonus
Private Medical Insurance
Three Celebrates – monthly & annual awards
Life Assurance
Brand new smartphone & unlimited data plan
Up to 28 days of annual leave plus 3 personal days
Company Pension Scheme
Related roles
Salary
Location
Sheffield, gb
Working Hours
37.5
Job Family
Retail Customer Advisor
Location
Sheffield
Brand
Three UK
Job Type
Full-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
31dc7185-de22-4a96-b10a-be2e300878f8
Expiry Date
01/01/0001
Author
Callum JonesAuthor
Callum JonesSalary
Location
Luton, gb
Working Hours
37.5
Job Family
Retail Customer Advisor
Location
Luton
Brand
Three UK
Job Type
Full-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
3f54d03c-de9e-484c-a883-dace5dcc3760
Expiry Date
01/01/0001
Author
Bethany StratfordAuthor
Bethany StratfordSalary
Location
Reading, gb
Working Hours
37.5
Job Family
Legal
Head office tagging
LGRA
Location
Reading
Brand
Three UK
Job Type
Full-time
Description
• To manage the end to end process for requests for Communications Data in accordance with applicable legislation and operational policies ensuring timescales are met. • IDU individuals are req
Reference
f001b30b-345a-4c0c-b54a-c020c03a8c54
Expiry Date
01/01/0001
Author
Kirsty FaganAuthor
Kirsty FaganThe benefits
Private Medical Insurance
Brand new smartphone & unlimited data plan
Life Assurance
Annual bonus
Three Celebrates – monthly & annual awards
Income Protection
Up to 28 days of annual leave plus 3 personal days
Company Pension Scheme
Wellbeing and learning & development initiatives
Some of our roles
Salary
Location
Sheffield, gb
Working Hours
37.5
Job Family
Retail Customer Advisor
Location
Sheffield
Brand
Three UK
Job Type
Full-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
31dc7185-de22-4a96-b10a-be2e300878f8
Expiry Date
01/01/0001
Author
Callum JonesAuthor
Callum JonesSalary
Location
Luton, gb
Working Hours
37.5
Job Family
Retail Customer Advisor
Location
Luton
Brand
Three UK
Job Type
Full-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
3f54d03c-de9e-484c-a883-dace5dcc3760
Expiry Date
01/01/0001
Author
Bethany StratfordAuthor
Bethany StratfordSalary
Location
Reading, gb
Working Hours
37.5
Job Family
Legal
Head office tagging
LGRA
Location
Reading
Brand
Three UK
Job Type
Full-time
Description
• To manage the end to end process for requests for Communications Data in accordance with applicable legislation and operational policies ensuring timescales are met. • IDU individuals are req
Reference
f001b30b-345a-4c0c-b54a-c020c03a8c54
Expiry Date
01/01/0001
Author
Kirsty FaganAuthor
Kirsty FaganSalary
Location
London, gb
Working Hours
37.5
Job Family
Retail Customer Advisor
Location
London
Brand
Three UK
Job Type
Full-time
Description
£13.15 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great disc
Reference
9c9b0824-889c-49f2-a636-8625a3fe7506
Expiry Date
01/01/0001
Author
Bethany StratfordAuthor
Bethany StratfordSalary
Location
Barking, gb
Working Hours
37.5
Job Family
Retail Customer Advisor
Location
Barking
Brand
Three UK
Job Type
Full-time
Description
£13.15 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great disc
Reference
b77cdd9b-1314-45da-9539-9d5a4f3eb072
Expiry Date
01/01/0001
Author
Emily PreeceAuthor
Emily PreeceSalary
Location
Reading, gb
Working Hours
37.5
Job Family
Finance
Location
Reading
Brand
Three UK
Job Type
Full-time
Description
The role is responsible for providing effective commercial & financial support, along with challenge & direction to the assigned area in the business in order to ensure performance is at the optimum l
Reference
1ece3e34-1d43-4fcf-9d64-fdb71c3bf2ac
Expiry Date
01/01/0001
Author
Kirsty FaganAuthor
Kirsty FaganSalary
Location
Stoke-on-Trent, gb
Working Hours
12
Job Family
Retail Customer Advisor
Location
Stoke-on-Trent
Brand
Three UK
Job Type
Part-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
f9be2780-c7a9-4c48-b14b-266671e55e48
Expiry Date
01/01/0001
Author
Callum JonesAuthor
Callum JonesSalary
Location
Winchester, gb
Working Hours
12
Job Family
Retail Customer Advisor
Location
Winchester
Brand
Three UK
Job Type
Part-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
5e03f94f-c01e-4fdb-83ab-435aa557f1f3
Expiry Date
01/01/0001
Author
Laura PhillipsAuthor
Laura PhillipsSalary
Location
York, gb
Working Hours
30
Job Family
Retail Customer Advisor
Location
York
Brand
Three UK
Job Type
Full-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
d090ce0f-80c8-4113-864c-f0854c8bf33f
Expiry Date
01/01/0001
Author
Shannen MuldownieAuthor
Shannen MuldownieSalary
Location
Reading, gb
Working Hours
37.5
Job Family
Sales - Glasgow
Head office tagging
Commercial
Location
Reading
Brand
Three UK
Job Type
Full-time
Description
What the role is all about…Reporting into the SEO Lead, the SEO Specialist will be responsible for supporting colleagues in the delivery of resource planning, strategy setting, business planning and t
Reference
ad8322bc-c7c3-425e-bd3e-029b0b2de8dd
Expiry Date
01/01/0001
Author
Michael PaternosterAuthor
Michael PaternosterOur latest thinking
Teaser
Our Employee StoriesContent Type
ArticlePublish date
08/29/2024
Summary
Check out our most recent edition of our hashtag #InspiringCareers, where we shine a spotlight on Craig Dennis.Craig gives us an insight into:🤩How he got into Three and his progression up through the
Teaser
Our Inclusive cultureContent Type
ArticlePublish date
08/08/2024
Summary
On Saturday 20 July in Glasgow, 22 of our people took part in the Glasgow Pride march. This was our third time being involved and provided us with a great opportunity to remind our people and custom
Teaser
Our Inclusive cultureContent Type
ArticlePublish date
08/08/2024
Summary
Thursday 18 July, marked the start of South Asian Heritage month which runs until Saturday 17 August. It is a time where the diversity of South Asian history and culture is celebrated, and we’re intro
Teaser
Our Inclusive cultureContent Type
ArticlePublish date
07/17/2024
Summary
As the Co-Chair of the accessibility network at Three UK over the course of this year, I've had the opportunity to learn more and deepen my understanding around the multifaceted nature of Accessibilit
by
Kalina Suchenia
Teaser
Our Employee StoriesContent Type
Tst BlogPublish date
04/26/2024
Summary
As part of our Inspiring Careers series, we are celebrating the uniqueness of our employees' career journeys. This series is all about learning more about the different ways our people have shaped the
Teaser
Our Employee StoriesContent Type
Tst BlogPublish date
04/16/2024
Summary
Welcome back to our exciting new series, where we uncovering the diverse careers of people working at Three! We want to celebratethe uniqueness of each individual’s career journey, sharing stories tha
Teaser
Our Employee StoriesContent Type
ArticlePublish date
02/16/2024
Summary
As part of our Inspiring Career series, where we uncover the diverse careers of people working at Three, we are talking to Matt Conway, our Head of Go-To-Market (GTM)!We want to celebrate the uniquene
Teaser
Company updateContent Type
Press ReleasePublish date
01/26/2024
Summary
Three is well on its way to achieving gender balance, but there is more work to be done, especially around getting more women into tech, its chief people officer tells Ashleigh Webber. Like many emplo
Teaser
Our Employee StoriesContent Type
ArticlePublish date
01/11/2024
Summary
We have a new series, Inspiring Careers, where we are celebrating the uniqueness of an individual’s career journey. From sharing stories that inspire to igniting the spark of curiosity, join us in dis
Teaser
Company updateContent Type
Press ReleasePublish date
01/09/2024
Summary
Chelsea FC legends Jimmy Floyd Hasselbaink, Eiður Guðjohnsen, and Gary Cahill took to the pitch at halftime alongside lifelong Chelsea fans, during Chelsea F.C. vs Brighton & Hove Albion F.C. Each of
Life At Three
Find out what it’s like to work at Three from the people who know in our retail stores.
Read More