Fabel Services - Head - Customer Service

Head Customer Service

Job Description :

Role & Responsibilities :

Customer Service Strategy & Leadership :

- Define and execute the customer service strategy aligned with business and brand goals

- Build a customer-first culture focused on resolution, empathy, and efficiency

- Lead, mentor, and manage customer service managers, team leads, and agents.

Omnichannel Support Ownership :

- Oversee customer support across :

1. Inbound & outbound calls

2. Email support

3. Live chat

4. WhatsApp

5. Social media support (if applicable)

- Ensure consistent service quality and tone across all channels

Operations, SLAs & Performance :

- Own and track key KPIs include :

1. CSAT

2. NPS

3. First Response Time (FRT)

4. Average Handle Time (AHT)

5. Resolution SLA

6. Cost per contact

- Design, implement, and optimize SLAs and SOPs

- Drive continuous improvement in productivity and service efficiency

Escalations & Risk Management :

- Handle and oversee high-severity escalations, including :

1. Refunds & chargebacks

2. Customer complaints & legal notices

3. Social media escalations

- Work closely with legal, finance, and operations teams to resolve complex issues

Outbound & Proactive Communication :

- Manage outbound communication initiatives such as :

1. Order delay notifications

2. Refund and replacement follow-ups

3. Retention & feedback calls

- Implement proactive support strategies to reduce inbound volume.

Tools, Technology & Automation :

- Own customer support platforms such as :

1. Zendesk

2. Freshdesk

3. Salesforce Service Cloud

4. Intercom

5. Gorgias

- Drive automation initiatives :

1. Chatbots

2. Self-service help centers

3. Canned responses & macros

Vendor & BPO Management :

- Manage outsourced / BPO customer support partners

- Ensure vendor SLAs, quality benchmarks, and compliance standards are met

- Lead hiring, training, and workforce planning

Compliance & Market Understanding :

- Ensure customer communication complies with UK and international regulations

- Strong background in e-commerce or D2C businesses

- Understand UK customer expectations, tone, and service standards

- Maintain data privacy and security in line with GDPR.

- Strong people leadership and stakeholder management skills

- Proven expertise across inbound, outbound, email, and chat support

Preferred Candidate Profile :

- Experience managing large-scale or high-volume customer service operations

- Exposure to international time zones and offshore teams

- Experience with process automation and CX transformation projects

Education :

PG : Any Postgraduate

Key Skills :

Skills highlighted with are preferred keyskills

- UK Process

- Blended Process

- Customer Service

- Customer Support

- International Process

- Customer Service Operations

- Gdpr