Head of Assisted Channels

About the Role 

This is a permanent full-time opportunity in a newly created senior leadership position within Bolton Clarke’s Customer & Transformation team. As Head of Assisted Channels, you will define and deliver the enterprise Assisted Channel Strategy and transformation roadmap, improving customer access, customer experience, channel effectiveness and organisational performance across Bolton Clarke. 

You will provide enterprise leadership across Bolton Clarke’s assisted channel ecosystem, including phone, email, enquiry management, intake, referral pathways, routing and triage, knowledge management, quality standards, channel governance and customer contact technology. 

Responsibilities include: 

• Lead the development and delivery of Bolton Clarke’s Assisted Channel Strategy and Roadmap. 

• Define the target operating model for assisted channels, ensuring clear ownership, accountability and governance. 

• Drive channel simplification, standardisation and optimisation across Residential Aged Care, Retirement Living and Home and Community Services. 

• Partner with Digital, Technology and operational leaders to improve the balance between assisted and self-service channels. 

• Establish enterprise standards for performance, quality assurance, knowledge management and customer experience across assisted channels. 

• Use customer feedback, complaints, Voice of Customer insights and operational data to identify risks, trends and continuous improvement opportunities. 

About You 

To be successful in this role, our preferred candidate will bring senior leadership experience across customer operations, contact centres, customer service transformation or enterprise channel environments. You will be a strategic, collaborative and commercially minded leader who can influence senior stakeholders and drive enterprise-wide change. 

• Tertiary qualifications in Business, Management, Customer, Brand, Marketing or a related discipline. 

• Senior leadership experience in customer operations, contact centres or customer service organisations. 

• Demonstrated experience leading large-scale customer service transformation and operational improvement initiatives. 

• Strong understanding of customer experience, service operations, digital channel integration and assisted channel technology. 

• Experience establishing governance, performance management, quality assurance and knowledge management frameworks. 

• A highly collaborative leadership style, with the ability to influence, partner and deliver outcomes across complex stakeholder groups.