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THE COMPANY My client is a market leading Energy Company which puts the customer at the heart of what they do, through the drive, determination and passion of there staff, this being the reason for their continued success. We are seeking someone to help ensure the delivery of top-class customer experience, based in the department that ensures effective resolution of customer queries and provide a timely customer journey. If you have experience of managing mangers, aswell as defining and leading an exceptional customer service strategy, we want to hear from you. THE ROLE * You will be responsible for managing and leading a customer service team of 75 FTE with 5 direct reports and be able to deliver a five star customer experience * Be able to deliver customer service by providing effective and efficient first time customer resolution, delivering value for the customer * Taking full ownership of the operational performance – working closely with Team Managers to manage performance and identify any issues through regular performance discussions * To promote a strong customer care culture based on company strategy, standards and policies * Responsible for managing the team to achieve SLA’s and KPI’s- ensuring team members contribute fully to their own area of responsibility * Regularly monitor the customer experience being delivered and identifying new methods to reduce customer delays and improving the quality being delivered across all channels KNOWLEDGE AND EXPERIENCE * Candidate’s must be experienced in managing and leading a Customer Service operation of similar stature and size * Proven track record of delivering a first class customer service and must have a customer focused approach * Proactive in identifying process improvements and driving changes where required * Must be able to bring an empathetic approach to the customer contact and be able to resolve issues on the first call * Experience within the Utilities sector is an advantage but not essential * Flexible approach to working hours, as you may be requested to work on alternative shifts REMUNERATION PACKAGE * Upto £40K Basic Salary Per Annum * Excellent Bonus structure * Strong Benefits Package NEXT STEP To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to- robg@callcentreassociates.co.uk or by telephone on 0208 514 7400. Only candidates with suitable experience will be contacted shortly after.