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Job Ref: DJMA1182
Job Title: Customer Service Director (Head of Customer Service/Call Centre)
Location: Scotland (Central Belt)
Salary: to £55,000 basic, 20% bonus, car allowance, bens

To direct, manage and lead this established, fast paced and growing contact centre, customer service and customer support operation.
Responsible for delivering the profitability of the centre within business strategy and policy
through effective operation, people and client management.
Able to build and maintain a network of contacts, grow revenues and opportunities.

Main Responsibilities will include:

• Drive improvements in client service performance by deploying best practice customer service management, ensuring appropriate measurement and monitoring is established.
• Generate a strong focus on revenue development through targeting and measuring team performance on business protection and growth.
• Drive continuous improvement in customer service process and standards, as measured by Client SLAs and other key support metrics in order to increase business and client satisfaction.
• Oversee new account implementation, including controlling all internal and external resources.
• Review operating reports and resolve operational problems, maximizing client satisfaction and minimizing costs.
• Sustain and grow business partnerships with clients by developing proactive and innovative solutions.
• Identify problems, analyse all trends and implement corrective and preventive actions.
• Support the business Directors to review contracts and schedules; ascertain data such as contract start and end dates and specifications of contracts in order to plan operations; update client contracts by documenting changes in scope of support and conducting periodic reviews.
• Maintain partnerships with clients to increase business and client satisfaction.
• Develop or revise standard operational and working practices and manage the team to ensure compliance with all standards.
• Responsible for P&L delivery of the site against budget.
• Create annual financial budgets, oversee and authorise monthly financial forecasts.
• Measures and tracks financial performance against forecast and budget.
• Responsible in ensuring that the Centre is operating within the compliance parameters
• Develop a learning and development culture where teamwork, empowerment and trust are encouraged.
• Manage performance by coaching direct reports, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making.
• Adhere to and communicate and ensure adherence of staff to company policies.
• Drive and maintain performance improvement plans with direct reports.
• Develop and maintain effective relationships and service level agreements with other departments.
• Responsible for the overall H&S working environment
• Can demonstrate an understanding of the vision of the business and the Client, and how this translates into actions \ objectives within the Centre.
• Has a strategic plan in place for the Centre

Potential applicants will require a proven track record across a large customer service and contact centre operations, with the ability to deliver best practice across people, process and technology.
A successful background in leading, managing and developing large teams of people in a rapidly changing fast paced environment and manage budget/forecast. Delivering and improving customer service levels and manage and exceed client and stakeholder expectations.

For more information and full job description, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: www.douglas-jackson.com.

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.