B2B Operations Manager (Contact Centre)

About the Role

I am currently recruiting for a B2B Operations Manager to join an expanding team based in the Leicestershire. The salary for this role is between £55,000-£60,000 + benefits depending on experience.

The ideal candidate should be an experienced People Manager with a Complaints/Account Management background gained within a Contact Centre environment. You must have a proven track record in leadership, strategic development and delivery to the bottom line. 

The role of the B2B Operations Manager is key to the successful delivery of services and client/ account satisfaction. The B2B Operations Manager is the first point of contact with the B2B client and owns not just the day-to-day execution of activities but the ongoing complaint resolution and development of their account.

Skills Required:

• Must have at least 3 years experience in a Senior Contact Centre client services/Account Manager role.
• Demonstration of an excellent range of effective communication skills with the ability to adapt style according to demands of the audience is essential.
• Must have the ability to persuade and influence others with proven negotiations and sales skills and able to work at a senior level.
• To be responsible for the service & strategic growth of the account against agreed targets. 
• To proactively research and develop opportunities to identify current and potential B2B client requirements, presenting written strategic proposals internally and externally at Senior levels as appropriate in order to secure mutually beneficial business.
• Provide expertise in interfacing with the client and the business and is responsible for ensuring the delivery of a value adding and strategically relevant service.
• People management for 50-100 FTE (Customer Experience/ Customer Service/ Sales/ Complaints Resolution)
• Ability to prepare and deliver regular reviews with both client and delivery departments
• Decision maker and point of escalation for the client accounts.

If you feel you have the required prerequisites please do get in touch with Matt Affron 01905 330 794 at Cactus Search.

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