Our client, a global, award winning e-Commerce Company is looking to recruit an enthusiastic, positive and flexible Head of Customer Services to run their very busy department.
You will be an inspirational leader with the ability to manage a large contact centre operation whilst installing Service Excellence.
Candidates must come from an established contact centre operation and will have the skills to manage a multi lingual team and have the ability to plan and implement centre strategy and structured processes.
As part of the Senior Management team you will be reporting directly to the Directors responsibilities will include:
Leading the customer service operations within the business, covering multiple websites and sales channels
Excellent execution and day to day delivery of all KPI’s in line with customer and business needs resulting in quality customer experience across all channels
Grow your business area and build brand advocacy based upon high levels of customer satisfaction, engagement and retention
Optimise customer contact across each channel, through correct servicing of customer needs
Drive continuous improvement activity across the customer operation
Develop your people to become multi-channel customer services experts
Ensure sufficient staff capacity and optimal productivity to manage call volumes and provide market leading customer service standards
Maximise people engagement and advocacy through effective and visible leadership
You will have the autonomy to create a structure that delivers best in practice contact centre processes that cover (but are not limited to), metrics, organisational design, performance, forecasting and reporting. You will need to be able to drive through excellence in internal and external engagement.
Candidates will have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing and delivering customer engagement programmes.
Previous experience of working in e-Commerce or mail order customer service would be an advantage. In addition, you will have the ability to work under pressure, possess a can-do attitude towards work and possess good interpersonal skills and an excellent telephone manner.
This is a fantastic opportunity to join a rapidly expanding company offering a vibrant working environment together with a full benefits package and generous staff discounts.
- Customer Service Operations