Castle Donington, Other
Permanent
£55,000 to £65,000
Reference: TSR.833
Think Specialist Recruitment are delighted to be partnering with a global market leader to recruit a Head of Customer Service for their front line customer service department. A globally recognised brand synonymous to their sector, their service is imperative to their success and reputation. Offering a fantastic culture, working environment and benefits, this job opportunity offers a rare opportunity to be hired externally into the business at this level. We are seeking candidates with senior customer service/contact centre management experience that have held responsibility for a large department of customer service focused teams.
This role will take ownership of a department of around 200 contact centre staff and will have 3 direct reports (Customer Service Managers) on a day to day basis, working to ensure all company KPIs are met. We are looking for candidates that have worked to Senior Contact Centre Manager or Head of Contact Centre/Head of Customer Service level previously.
Duties to include:
- Drive the achievement of targets in numerous different areas and KPIs.
- Ensure efficient cost management, high levels of customer satisfaction and maximise potential revenue generation.
- Manage and develop a group of Team Managers.
- Develop medium and long term strategic initiatives to enhance support to aid customer retention and revenue development.
- Build and motivate a group of Specialist Managers in order to achieve excellent levels of service and drive improvements in customer retention.
- Work with Workflow Management Team to plan and forecast headcount requirement – short, mid and long term.
- Maintain motivation optimising the balance of delivering excellent levels of service with high levels of productivity.
- Achieve the expected levels of service, quality and cost control in a changing technological environment, where customer contact methods and expectation levels are continually developing
- Identify opportunities to reduce the occurrence of service failure long-term.
- Ensure all department KPI’s are consistently above target.
- Ensure call conversion target are met and surpassed and all agents work to global centre of excellence processes.
- Ensure top service quality in line with company and department objectives.
- Develop and manage effective relationships with team, peers and colleagues across the business
- Identify continuous process improvements in line with technological advancements including social media
- Communicate to team on results, progress and issues and create awareness and motivation.
- Manage the customers experience by understanding their needs, gathering information and data, identifying root causes and taking action to meet and surpass their expectations.
- Prepare, plan and manage the department budget to ensure that a quality and value for money service is provided in line with the strategic objectives, control costs and increase revenue.
- Handle escalated customer calls in a professional manner to re-instil the customer's faith and avoid further escalation.
- Ensure all frontline staff are highly trained and offer first class solution based sales.
- Adhere to all current HR policies and procedures, all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations outlined in the Health & Safety policy
- Understand and be able to respond to Business Continuity Plan and Disaster Recovery.
- Develop and maintain cross-functional relationships with all inter related departments such as Operations. Legal, Risk Management and Backline.
- Liaise on a regular basis with Telesales to ensure the sales lead process is working.
- Manage, understand and control costs within the group in order to enable the improvement of profitability and productivity and the identification of areas of strong or weak performance.
- Identify opportunities to enhance and improve business processes and/or support systems in the Retention area and communicate these to the relevant people at country or regional level responsible for dealing with them.
- Input, document and manage cross functional projects to deliver future improvements to the Service Offering including reporting of project and initiative benefits
- Manage / balance the resource and workload of a cross functional , multi channel section within the contact centre.
- Manage appropriate inbound calls to achieve and maintain agreed service level targets (AHT, booking conversion, up/cross selling, lead generation)
- Manage appropriate inbound Web chats to achieve and maintain agreed service level targets (chat time)
- Ensure appropriate feedback is provided on social media interactions such as Twitter and Trust Pilot.
- Ensure resource planning incorporates adequate numbers of trained and qualified staff who are available to meet workload.
- Recruit staff both internally and externally, according to agreed standards to ensure that Team Manager levels and customer service quality remain at a superior level
- Ensure the provision of the necessary training and motivation to develop a team of employees capable of delivering exceptional service focusing, in particular, on their problem solving, up selling, customer experience and communication skills.
- Recruit, develop, lead, motivate, coach and support all direct reports to maximise performance and productivity as well as encourages service, excellence, quality and a ‘can do’ approach
- Conduct and follow-up annual appraisals to ensure that key development plans are put in place
Candidate requirements:
- Previous senior management experience within a large customer service/contact centre environment is essential and must be demonstrated on CVs
- Able to work with P and L and Manage a Cost Budget
- Strong Sales and Marketing awareness.
- Strong leadership and interpersonal skills.
- Strong inter-personal and customer contact skills.
- Strong personal influencing and consultative skills.
- Excellent analysis and problem solving skills.
- Ability to embrace and drive change.
- Self motivated with good judgement and decision making qualities.
- Result oriented and driven by goal achievement with strong focus on high quality service performance.
- Ability to influence and persuade at all levels.
- Strong understanding of Customer Service principles.
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