Harbour & Hale runs fourteen boutique hotels in Scottish coastal towns, each with its own restaurant and a small permanent team. We are hiring a Customer Operations Lead to join the Customer Operations team.
You will lead a team of customer operations specialists who handle everything from onboarding to escalations. The aim is fast, human support backed by processes that do not depend on heroics.
This is a hybrid role based in Edinburgh or Aberdeen, with two or three days a week in the office. It is a full-time, permanent position. The pay range for this role is £44,000–£57,000 per year.
This is a fictional posting on the Jobo sandbox. Applications are never sent to a real employer.
What you'll do
- Lead and coach a team of customer operations specialists.
- Own response-time and satisfaction targets.
- Design processes and macros that make good support repeatable.
- Feed recurring problems back to product and engineering.
- Plan staffing for seasonal peaks.
- Handle the most sensitive escalations personally.
Qualifications
Must have
- Zendesk
- Support operations
- Coaching
- Empathy
Nice to have
- Bachelor's in Business, Operations Management or a related field
- Workforce management
- Process improvement
Benefits
- Pension with 6% employer contribution
- 25 days of holiday plus bank holidays
- Private medical insurance
- Enhanced parental leave
- Annual learning and development budget