Head of Service (Contact Centre)
North East England

About the Role

We are looking for an experienced Head of Service for a fantastic, fast paced, exciting multi site business with several locations around the country.

Reporting to board level you will be responsible for overseeing multi - channel Operations for my clients (inbound & outbound) Service environments, including hiring, training and managing employees in a very CEX centric focused business.

*** The main site is in the North East - but there an additional site you will be required to travel to ***

With a background of SME - Large contact centre leadership and through the effective leadership of a Cusotmer Service Managers, the successful individual will have the following responsibilities:

Operational Excellence:

  • Responsible for maintaining an outstanding customer service experience for our B2C customers, and finding ways to retain and build on our customer base.
  • Inspire, motivate & lead your sales managers and their teams to deliver an excellent B2C CEX experience.
  • Support & Challenge the evolving way of thinking, based on experience, to drive performance.
  • Be a technology forward thinker, help the business to find new and exciting products to take to market. 
  • Drive continuous improvement across all services and processes to ensure efficiency.
  • Ensure all KPIs and SLAs are met across all our omni-channels, Phone, Email & Chat.
  • Ensure both internal and external reporting is accurate and presented on time at all times  
  • Minimize escalations by ensuring necessary training is provided to all Managers and Agents to be able to handle any concerns raised by our Customers quickly and accurately.

Key skills & experience:

  • Have experience in managing or supervising Service Operations in a contact centre based environment (200+ FTE). 
  • Proven track record of maintaining high levels of customer satisfaction in a fast-paced service industry.
  • Leading a multi site operations within (Contact Centre)
  • Board level interaction as well as rolling your selves up and supporting the business.
  • Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
  • Knowledge of progress monitoring and reporting
Please contact Matt@cactussearch.co.uk / 07753432891.

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