We have an exciting Contact Centre Director/Head of Contact Centre job opportunity working for a global, market-leading business at their newly created contact centre in the Reading area. Responsible for an operation of circa 100 staff, this is a key leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for their customers. Candidates must have worked at Head of Contact Centre/Contact Centre Director level previously – contact centre experience is essential!

The role will lead a large multi-functional Contact Centre where the working environment is designed for teams to predominately operate virtually with limited presence at a designated Contact Centre location and where customer interactions are multi channelled (offline and online) with the strategic direction on digital capability. The Contact Centre Director is the champion of Customer Service and is responsible for creating a culture that will help grow and shape the future of the business by empowering and developing teams to deliver and embed best in class performance.

Role overview:

• Provide the business with expert advice and guidance on all complex customer service matters that are within the responsibilities of this role.
• Act as the Customer Development “champion” providing data insight and recommending business solutions and initiatives to the UK Board, VP of Customer Services, Senior Stakeholders across functional areas
• Lead a large team where the working environment is performed remotely.
• Drive technology enhancements and keep pace with digital capability to shape forward thinking service improvements that customers expect.
• Provide direction for initiatives targeted towards : improving customer service satisfaction, maximising revenue generating opportunities, restoring customer confidence during service recovery incidents, driving through the use of self-help tools for customers and using technology to ensure an efficient service, encouraging the use of eCom tools and devise plans to enhance customer loyalty
• Drive achievement of all KPI targets through effective leadership of the Contact Centre
• Function as member of the Customer Service management team and managing complex customer escalation issues at Contact Centre, for serious shipment related incidents and follow up on issues assigned by the VP of Customer Services
• Work across function and business units, with a clear Customer focus driving all activities.
• Effectively managing a matrix reporting structure providing support and guidance to team members who support the contact centre on a day-to-day basis.
• Liaise with local and worldwide networks for service development and enhancement to maintain our competitive edge and service standards
• Work with HR Managers for support and guidance on all people activities to create a best in class working environment with high engagement.
• Develop long term Customer Services strategies with VP of CS and work autonomously to deliver initiatives in the country and target market
• Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints.
• Create and implement a Business Plan, to ensure clarity on current and future objectives and deliverables required for success.
• Lead and drive customer satisfaction by developing best in class standards with the objective of establishing and maintaining a competitive advantage.
• Responsible for the reporting of the Contact Centre performance, using accurate data and analysis to provide critical data insight that leads to continual improvements and business value.
• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services
• Motivate and retain the best of customer service talents to enhance customer service experiences for customers and develop staff to the maximum potential.
• Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes.
• Lead, inspire and grow a talented team of managers and customer service experts to develop exceptional team members in a remote working environment
• Develop a high performance team culture of respect and responsibility where people are empowered to achieve outstanding performance targets and be flexible and adaptable to future change requirements

Candidate requirements:

• Experience at senior level within a contact centre environment is essential (minimum Head of Contact Centre, ideally Contact Centre Director level or above)
• Strong knowledge of contact centre technology
• Fantastic management skills to lead, coach and develop management team
• Proven ability to deliver outstanding levels of service and process improvement, inspiring and developing others to do the same
• Ability to “think outside the box” with an entrepreneurial spirit and confidence to innovative and develop creative solutions that feed into future strategic developments
• Result oriented and driven by goal achievement with strong focus on high quality service performance.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets externally to share best practice
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led culture
• Experience of working with Senior Stakeholders across different functional areas
• Strong commercial and financial acumen is required.

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