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Job Ref: DJLM1015
Job Title: Head of Contact Centre
Job Location: Scotland
Salary £50k �� 60k + Car Allowance & Bonus
This is a newly developed post created to assist the executive team in the strategic enablement of robust and dynamic in-sourced and outsourced financial services operations, delivering maximum efficiencies with contact centre resources whilst maintaining an excellent employee, client, and customer experience at all times.
Role purpose:

• To develop contact centre and e-commerce customer & sales management strategies for the business that optimises sales and customer insight opportunities within each of our client operations
• Responsible for delivering the sales and customer management strategy within contractual requirements of SLA and KPI to support the delivery of the company business plan and exceed client requirement and expectations
• Using critical insight and customer research re-engineer systems and processes to deliver a leading edge customer journey
• Develop strategies through b2b and b2c routes to broaden customer acquisition and revenue streams wherever possible

Essential Experience Required:

• Leadership skills within a contact centre environment with recruitment experience
• Knowledge and full understanding of data protection, FSA & sale of goods act.
• Direct sales through affinity partners
• Call centre operation, infrastructure and customer acquisition and retention management
• Working in regulated environments
• Working with and reporting within risk frameworks
• KPI management
• Excellent written, verbal and presentation skills
• Highly focused and entrepreneurial
• Change management capability
• Understanding of the financial services industry

Preferred experience but not essential:

• Expertise in E-commerce in an insurance market

For more information and full job description, please contact: lisa@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.

All applicants must be eligible to live and work in the UK or EU, we are unable to help or assist anyone who does not already have this eligibility status.