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Head of Customer Relations

About the Role

i am currently recruiting for an experienced Head of Customer Relations - (Complaints Resolution) for a highly regarded and market leading business based in Leeds. This role is paying between £50,000 - £60,000 + Bens + other fantastic benefits which will be discussed on application.

You will be tasked with leading and engaging up to 50FTE on a day to day basis as well as responsibility for the development and delivery of the high end customer stakeholder relationships. You will also line manage a department to ensure smooth control and the effective customer interactions (Webchat, Social Media and Messaging) from the businesses to the customers.

As the Head of Customer Relations a member of the senior leadership team you will also play a key role in the delivery of the businesses strategy.

Key responsibilities:

• Lead the client engagement operations on a daily basis, owning, driving all aspects of the performance across team process including inputs and outputs, compliance and regulation plus other standards.
• Driving the Digital and Support strategic agenda
• Working in partnership with all cross functions and the Operational Excellence function
• Take ownership of complex customer queries operating and commercial issues.
• Develop and implement plans which will drive efficiency and effectiveness in the department
• To Lead and contribute to change management initiatives within the business which make improvements at both the strategic and tactical levels.
• Management of key relationships and liaison with key partners.

Required Skills and Experience:
• A strong analytical and strategic thinker - complaints resolution
• Proven experience managing business relationships (Contact Centre)
• Previous senior management experience
• A robust nature with the ability to react appropriately and effective to changing circumstances and demands.
• Experience of managing outsourcing services and suppliers
• Significant experience in complex complaints management
• Proven experience of influencing key business stakeholders

This position is a fantastic opportunity to work with a forward-thinking organisation who are going through a period of change. If you feel you would like to find out more, please get in touch.
Please contact Matt Affron 01905 330 794

constantly on the hunt for the best candidates