HEad of Customer Service
Contact Centre Partners (CCP) is a specialist recruitment consultancy that provides permanent, interim, and temporary staffing solutions within customer contact.
We are now supporting a client that is looking to bring in a Head of department to take all current service offerings to the next level. This role has been developed as part of a recent restructure.
My client operates in a very specific area and runs a complex campaign on behalf of another business. As such the Head of CS will need to be heavily involved in client engagement and be able to advise and communicate in such a manner that can keep the client at ease, informed and confident in you and your departments ability to deliver within realistic and efficient guidelines and metrics.
You will be an expert in demand management and be able to successfully manage channel shift to maximise effectiveness of various contact and issues. You will need to be able to consult, design and deliver certain transformations and overall improvements to bring the model back up to speed.
This can include but will not be limited to, staff engagement, structure, career development, CSAT, NPS and client satisfaction.
To be successful you must be able to demonstrate your flexibility from within a previous fast paced customer contact environment.
It would be advantageous if you have come from any high impact brands or businesses in the past and have a deep understanding of the right way to manage a contract/client, having difficult conversations about performance and expectation.
This is a highly rewarding and critical role within a fast moving business.
For full details please apply via the link provided.
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