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Head of Customer Services
Recruiter
Call Centre Associates
Location
in London/Essex , London
Salary: c£40,000 + bonus + benefits
Reference: CCH2330BAF
Company
Our client, a leader within there field with a reputation for operational excellence requires an experienced Head of Customer Services to grow this family orientated organisation. This is a pivotal role with a company who are committed to delivering exceptional customer experience across all the customer touch points. You will be accountable for achieving the quality of service delivered by the teams and achieve the agreed targets.
Responsibilities
• Driving through productivity and efficiency improvement whilst further improving current customer service standards
• Responsible fro all internal and external SLA’s
• Operational implementation of all strategic projects
• Part of the Leadership team and responsible for mapping out the company strategy, setting and achieving operational goals
• Engender a strong performance culture and establish a dynamic high performing operational management team.
• Initiate and promote the continuous improvement of procedures, process and standards across their sphere to influence to gain cost-effectiveness and efficiency.
Knowledge and Experience
• Candidates must have worked within a complex business
• Applicants should have a successful and significant tract record of managing large contact centre operations.
• Demonstrates a passion for customer experience.
• Highly effective at motivating terms of Managers to meet operational requirements.
• Excellent line management skills are essential
• Demonstrates strong operational knowledge gained within a contact centre environment
• Excellent communication and presentation skills are required with the ability to make, recommend and influence key business decisions to drive performance and quality
• Demonstrate strong commercial awareness with understanding of costs and the balance of the cost to service in commercial terms for the business and be able to drive and manage people in an open, proactive and productive style
• Ability to manage change
• Strong influencing skills
• Able to demonstrate innovation through generation of new ideas
To apply and express your interest in this opportunity please forward a recent CV to brucine@callcentreassociates.co.uk
Our client, a leader within there field with a reputation for operational excellence requires an experienced Head of Customer Services to grow this family orientated organisation. This is a pivotal role with a company who are committed to delivering exceptional customer experience across all the customer touch points. You will be accountable for achieving the quality of service delivered by the teams and achieve the agreed targets.
Responsibilities
• Driving through productivity and efficiency improvement whilst further improving current customer service standards
• Responsible fro all internal and external SLA’s
• Operational implementation of all strategic projects
• Part of the Leadership team and responsible for mapping out the company strategy, setting and achieving operational goals
• Engender a strong performance culture and establish a dynamic high performing operational management team.
• Initiate and promote the continuous improvement of procedures, process and standards across their sphere to influence to gain cost-effectiveness and efficiency.
Knowledge and Experience
• Candidates must have worked within a complex business
• Applicants should have a successful and significant tract record of managing large contact centre operations.
• Demonstrates a passion for customer experience.
• Highly effective at motivating terms of Managers to meet operational requirements.
• Excellent line management skills are essential
• Demonstrates strong operational knowledge gained within a contact centre environment
• Excellent communication and presentation skills are required with the ability to make, recommend and influence key business decisions to drive performance and quality
• Demonstrate strong commercial awareness with understanding of costs and the balance of the cost to service in commercial terms for the business and be able to drive and manage people in an open, proactive and productive style
• Ability to manage change
• Strong influencing skills
• Able to demonstrate innovation through generation of new ideas
To apply and express your interest in this opportunity please forward a recent CV to brucine@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 17-04-2008
Viewed: 1082 times
Viewed: 1082 times
