Head of Service Excellence and Complaints Management

**Moving your career forward**

Our CEO, Angus spotted that many vans on the roads are half full or empty at any given time and so AnyVan was born in 2009 to create the world's most efficient technology logistics platform and help halve the number of miles driven.

We've achieved incredible milestones since then, including securing the largest funding round for a UK tech logistics company from Vitruvian Partners. Today, AnyVan is the largest and fastest-growing company in the logistics space, with big ambitions for the future.

We're committed to moving that's miles better and have helped over 8 million customers across the UK, Ireland and Europe (France, Germany, Italy, Spain) and over 150,000 customers have rated us excellent on Trustpilot.

By using innovative technology, we're transforming the moving experience, cutting costs and doing our part for the planet to make sure moving doesn't cost the earth. We've saved enough miles to travel 1,185 times around the world, reduce 8520 tonnes of carbon annually and are proud to be the only carbon neutral removals and delivery company in the UK

We're looking for passionate individuals to join our talented team of approx. 300 AnyVanners in our London and Cape Town offices. If you're as driven as we are and want to be part of a forward-thinking company to make moving 'miles better' and moving your career forward at the same time - we'd love to hear from you

**As our Head of Service Excellence and Complaints in our operations department you will**:

- Be the driving force behind service quality across our ops teams to boost customer satisfaction and support a culture of continuous improvement.
- Make training & change management effortless in our operations area by ensuring our teams embrace new ways of working and have everything they need to succeed.
- Dig deep into data to find root causes and spot trends—so we can roll out smart, scalable solutions that actually make a difference.

If this sounds exciting, we'd love to hear from you

**What you'll be doing**:
**Quality Management**:

- Own Service Quality: Drive top-notch service by implementing quality management strategies that meet compliance and service standards.
- Enhance Customer Experience: Focus on getting things right the first time (RFT) and solving issues in a single go (FCR).
- Keep Improving: Spot trends, make data-driven improvements, and keep the Quality Management Framework (QMF) up to date.

**Escalations & Complaints**:

- Handle Escalations Like a Pro: Oversee escalations and complaints, making sure they’re resolved quickly and effectively.
- Manage Small Claims (UK): Oversee legal claims, ensuring fair and efficient handling.
- Own Social Media Feedback: Lead a team to manage customer complaints on social media, keeping our brand reputation strong.
- Spot Trends & Fix Issues: Analyse complaint data to find patterns, improve processes, and feed insights into training and continuous improvement programs.
- Damage Claims Management: Run a team that processes damage claims fairly, ensuring quick resolutions within SLAs and company policy.

**Training & Development**
- Lead Training: Design and run engaging agent onboarding and skills programs to help our ops team hit the ground running.
- Fast-Track Team Growth: Create launchpad programs to quickly boost skills and confidence for our operations teams.
- Keep SOPs Fresh: Make sure our processes stay up-to-date and in line with best practices.
- Own Knowledge Management: Be the go-to person for keeping essential info organized and easy to access.

**Lead A High Performing Team**:

- Drive Operational Excellence: Build and lead a top-performing team that aligns with AnyVan’s culture and keeps engagement high.
- Own Strategy & Goals: Set the direction for your team, ensuring clear objectives and impactful results.
- Hire & Onboard the Best: Work with Talent Attraction to recruit top talent, assess effectively, and set new hires up for success.
- Monitor & Manage Performance: Regular 1:1s to track progress, recognize high performers, and handle promotions, PIPs, or mobility in partnership with HR & Talent.
- Lead, Support & Retain: Keep the team motivated, hitting KPIs, and living our values through strong leadership and coaching.
- Close Skill Gaps: Ensure continuous learning by providing the right training, coaching, and development opportunities.

**Change Management & Communication**
- Lead Operational Change & Communication: Roll out change strategies in a fast-moving environment, making sure updates stick. Use the best communication methods for each situation to get the message across effectively
- Track Impact: Keep an eye on progress, measure success against key goals, and make sure initiatives actually deliver results.

**Continuous Improvement & Processes**
- Build a Culture of Growth: Encourage teams to always look for ways to improve.
- Launch Improvement Programs: Create and lead initiatives that streamline processes, cut down wa