Head of Customer Service & Quality

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.

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