Service Coordinator

1 week ago


Solihull, Solihull, United Kingdom TalentHub Full time

Type:
Permanent

Our client is an award-winning multinational retailer with 5,000 stores worldwide, over 13,000 employees and a fantastic work culture.

They are looking for a Head of Business Services to join their team.

This is a unique opportunity to work for one of the biggest retail companies in the world that pride themselves on excellent customer service.


Leading and managing day to day running of the hub seamlessly with the office manager, ensuring colleague safety and compliance.

Leading the customer facing operational teams to deliver an effortless customer experience.
Leading operational performance, working closely with the Global support teams i.e. resource planning, service experience, risk and compliance, training and knowledge teams.
Metrics include customer satisfaction, NPS, quality, absence, adherence, productivity, utilisation and attrition.
Building a culture to evolve the global function towards end-to-end thinking, enhanced customer experiences, and business intelligence/insights driven.
Forecasting and managing the budgets and business case effectively with shrewd commercial acumen.

Data-driven insights to identify areas for improvement and partner with transformation teams to implement effective solutions and system, to drive value and efficiency for the business/ customers.

Demonstrated experience in leading large, diverse teams with a focus on delivering exceptional customer service.
Strong proficiency in leveraging technology and data analytics to drive operational improvements.
Familiarity with AI technologies and their applications in enhancing contact centre operations is advantageous.
Operations and change management experience – particularly with regard to expanding capabilities across the hub.
Experience building and maintaining credible and long-lasting relationships with senior management and leadership teams.

Competitive Salary.
Private healthcare.
Pension and Bonus scheme.
Annual leave starting at 25 days.
Car Allowance.

Phonsie is a talented and dynamic Junior Recruitment Consultant specializing in product, data, tech, and design.

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