Head of Customer Service & Quality

Posted 3 weeks ago

Ref: 804100689
Salary: £50 – 55k + bonus + bens
Consultant: Guy Masters

About the Role

I am currently recruiting for an experienced Head of Customer Services and Quality for a rapidly developing operation providing the highest levels of customer service based in central London.

The successful individual into this post must have a background in leading complex contact centre operations and therefore will have a thorough understanding of the performance metrics required to make a high profile, high volume contact centre efficient and successful.

Leading a growing team of Customer Service staff the successful individual will have the following responsibilities:

Lead the customer contact centre and all associated activities
Responsible for setting department strategy, development of annual business plan and deliver against all departmental objectives
Responsible for ensuring service operates in line with regulatory requirements and achieves customer satisfaction targets
Provide best practice customer experience
Deliver first class service to consumers & maintain relationships with key suppliers and partners
Ensure that the department meets all compliance and audit requirements with specific focus on achieving customer response times across all contacts and all mediums
Responsible for recruitment and development of staff to provide a professional and knowledgeable team
Responsible for implementing quality control and compliance measures

You will have the following key experience:

A background in leading complex contact centre operations
A good understanding and background in compliance
Understanding of contact/service centre systems, technology and functionality
Ability to think independently and show resilience
Excellent communications and negotiation skills
Exceptional stakeholder management abilities
Fundamental customer service orientation, balanced with a strong understanding of the cost of service provision.
Experience within a Multi-channel environment
To target, incentivise, motivated and manage teams to drive exceptional performance ensuring the continued development and career progression
To lead teams and individuals by inspiring, motivating and leading to achieve the vision, recognising and rewarding success.
To deliver all required development across the contact centre to achieve best practice, improved employee performance and enhanced employee engagement.

This is a terrific role for an experienced Contact Centre professional to join an organisation in the midst of rapid, exciting growth and development.

Job Features

Job CategoryCustomer Service Manager

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