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THE COMPANY

There aren’t many companies who appreciate what makes truly world-class service. But this is one of them. It isn’t so much what they do that makes the different. It’s the way they do it. They’ve understood that, if you want your people to look after your customers, you need to look after your people. So the working environments, benefits and rewards are fantastic here.

You’ll feel value, recognized, rewarded and always inspired to do well for this well established client.

If you’d relish the chance to inspire and implement truly excellent service, we want to hear from you.

THE ROLE

Key Accountabilities of the role include: –

• You will be responsible to lead, support, coach, develop and constantly strive to improve a team of frontline Team Managers and their teams to deliver

• Accountable for all operational activity and productivity, ensuring that all resources are effectively utilised to enable operation at the optimum levels

• Managing & Leading 6 Team Managers with 100 FTE responsibility, you must be customer centric driven and have a proven track record of leading a team through Change / Re-branding / Transformation

• Identify and make recommendations to improve key business processes and customer experience

• Build, promote and maintain a strong customer service culture based on company strategy, standards and policies, ensuring that we are fighting fit for are customers

• Work with other operational mangers to deliver overall business targets for the business segment

• Deliver “Right First Time” by resolving high level complaints and escalated calls quickly and efficiently to the satisfaction of the customer and business

• Bring an empathetic approach to the customer experience by engaging with the customer ensuring they feel satisfied and delighted with the experience that has been delivered

• You will be required to comply with company policy and best practice in security, legal and regulatory compliance, including compliance to international and national quality standards

KNOWLEDGE AND EXPERIENCE

• Must currently be working at a similar level within a Contact Centre and possess energy, drive and enthusiasm for developing, growing and changing a business

• Proven ability to motivate others towards the achievement of communicated business goals and objectives

• A track record of delivering first class customer service is essential in this role and must have a customer focused approach

• Proven track record of managing teams and developing a team that has achieved outstanding results

• Confident, dynamic, self motivated; continually challenge and exceed expectations

• An Innovative leader who can inspire, support and engage with their team to exceed customer expectations

REMUNERATION PACKAGE

• Upto £35K-£40k Per Annum

• Fantastic Bonus structure

• Superb Flexible 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.

Candidates with suitable experience will be contacted shortly after.