Customer Service Design Lead

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!

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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.