Head of Customer Service

3 weeks ago

Kilmarnock, United Kingdom CCA Recruitment Group Full time

Role: Head of Customer Service

Location: Kilmarnock (hybrid possible after probation)

Salary: 55,000 + bonus + benefits

This is an exciting opportunity for an experienced Head of Customer Service to join a growing financial services contact centre based in Kilmarnock. Knowledge of FCA regulations is essential. Leading a team of up to 60FTE.

Do you have a good understanding of contact centre technology platforms?

Are you a strong inspirational leader looking to implement a positive culture?

Do you have experience partnering with stakeholders?

You'll establish a broad knowledge of all departments within the business, understanding our customers and the subsequent flow of work between departments to meet customer needs. The role requires active management, problem solving and a high level of collaboration to resolve internal operational issues across departments. Building and maintaining relationships and supporting business functions will be key.


Key Responsibilities of the Head of Customer Service:

  • Manage Team Leaders by setting objectives, creating, and maintaining development plans and monitoring performance against agreed targets and standards.
  • Successful delivery of business objectives through KPI's.
  • Completion of effective 1:1s, performance reviews, appraisals, disciplinary meetings, absence management, and development plans.
  • Actively engaging and supporting individual members to maintain high levels of performance.
  • Drive improvement by establishing and managing improvement plans to increase efficiency and enhance the quality of customer service.
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience and improve the operation.
  • Thinking innovatively on improvement opportunities and new ways of working.

Essential Skills/Experience for the Head of Customer Service:

  • Operations Management within a financial services background.
  • Proficient organisational and time management skills, able to manage conflicting priorities and meet deadlines.
  • Experience in a similar contact centre led role, extensive knowledge of contact centre operations.
  • Proven record of driving and achieving KPI's.
  • Experienced in the use of MS Office: - MS Word, MS Excel, and MS PowerPoint as a minimum.
  • Analytical skills: the ability to identify problems, collect data, establish facts, draw conclusions, and provide solutions.
  • Operational and Change management skills and experience.
  • A strong leader who can clearly communicate a vision, providing direction and motivating others.
  • A good understanding of process improvement that can improve service, quality, and efficiency.
  • Excellent communication skills in both written and verbal English.

Please follow the link to apply for this Head of Customer Service role based in Kilmarnock.

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system for a maximum period of 24 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 5 years inactivity your CV will be deleted permanently from our database.

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