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Head of Customer Care
Cambridge

About the Role

We are looking for an experienced Head of Customer Care (Multilingual Contact Centre) for a fantastic, fast paced, exciting multilingual business based within the Cambridgeshire area (Hybrid working - required onsite 2days per week). Languages are not required but experience of managing multiilingual & multi channel contact centres is.

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

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

Operational Excellence:

• Lead, manage and develop Operations Managers, Team Leaders working with HR & L&D to build a strong capable team with succession planning.
• Proactive managers who can take an adept, proactive structured approach to managing change and business opportunities, challenges and risks.
• Strategic & critical thinkers who can challenge constructively and propose solutions.
• Inspire and motivate the team to be passionate about delivering the strategy “a unique, engaging, inspirational service”
• Create a positive customer centric culture and give clear direction through effective communication
• Have overall accountability and responsibility to meet all the KPI targets across all channels.
• Identify underlying issues in performance and manage actions through to resolution stage.
• Improving customer experience and customer satisfaction (CSAT) within the Operations team by understanding causal factors, failure points, trends and issues within the interactions and the provision of the service.
• 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. 

Key skills & experience:

• Have experience in managing or supervising Service Operations in a contact centre based environment (150+ FTE). 
• Highly developed leadership skills with a proven track record of leading, coaching and developing senior leaders and teams.
• Considerable operational experience in a multi channel contact centre environment
• Strong communication skills with the ability to influence senior managers.
• Demonstrable track record of managing and delivering against KPI’s and SLA’s in a medium to large contact centre setting.
• Proven track record of maintaining high levels of customer satisfaction in a fast-paced service industry.
• Leading multilingual 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 kelly@cactussearch.co.uk / 07871877740.