Head of Customer Service - £45,000 + Free Parking + Benefits
City Centre Manchester
Our client, a leader in their market are looking to recruit a new Head of Customer Service as they continue to grow due to on going success.
As a Head of Customer Service we are looking for an individual who is passionate about delivering exceptional customer service in a fast paced environment.
The role of Head of Customer Service reports to the Operations Director and will provide key overall leadership and direction for the team of c40 FTE.
The successful candidate will be responsible driving the division forward:
- Ensure effectiveness, robustness and transparency of the Operations processes by analysis of KPI's and drive continuous process improvements
- Coach, motivate and effectively performance manage Team Leaders to drive quality standards
- Managing and developing the operational relationships
- Identifying KPI variances and developing action plans
- Using your knowledge you will identify areas for improvement to enhance the customer experience.
- Increasing staff morale and ensuring staff development
- Create effective working relationships with all areas of the business
- Implement structured resource planning
- Implement new controls/processes to monitor call centre stats and MI
- Full department budget responsibility
For the position of Head of Customer Service we are looking for the following experience:
- Demonstrable Operations Management experience within a fast paced and customer focused FCA regulated environment
- Experience in developing and rolling out new resource planning and MI controls
- Experience identifying and driving continuous process improvements
- People management experience
- Customer Service excellence/call centre experience
- Excellent analytical, decision making and problem solving skills
- Ability to work under pressure, manage your time effectively and work on your own initiative
- Self-motivated, ambitious and determined
- Excellent communication skills at all levels
- Motivating your team to deliver results
- Demonstrable experience and fully accountable for end to end people management, including performance management, absence management, and staff development
Keywords: Head of Customer Service, Operation Manager, Call Centre Operations Manager, Group Team Manager, Senior Manager, Senior Customer Service Manager
Interviews are taking place immediately - send your CV to m a t t . l a z e n b y @ s e a r c h . c o . u k to apply
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
- Head of Customer Service
- Senior Manager
- Senior Customer Service Manager
- Operation Manager
- Call Centre Operations Manager
- Group Team Manager