Head of Customer Operations
5 days ago
We are currently recruiting for a Head of Customer Operations reporting to the Customer Service Director based at our offices in Manchester.
To support the overall P&L performance of the UK business, through maximising operational driven revenue streams and customer retention. Provide outstanding operational communication to our customers, ensuring any issues are delt with in a timely mannerwith solutions. Own and execute the overall customer service back-office department for the business, ensuring a continuous improvement ethos is applied
In return you will a competitive salary, Company car or cash allowance of £7,900, 25 days annual leave plus bank holidays, BUPA Health Plan, Auto enrolment pension scheme, Life Assurance, Lifestyle Benefits - Discount on Selected High Street Stores.
Responsibilities include:
- Ensure that best practice and processes are in place to drive continuous improvement in customer satisfaction scores (NPS), working with all teams across the business to deliver excellent 5* service.
- Work closely with the UK Operations and Sales teams to resolve customer issues and improve ways of working to prevent reoccurrence whilst driving performance and the customers experience throughout the UK. Ensure clear communication with customers, potentialservice challenges have solutions.
- Effectively manage the holistic back-office requirements for the UK business to deliver the company’s goals in terms of profitability and market leadership.
- Ensure process compliance for all recovery revenue is adhered to, maximise recovery revenue through contract management during the life of the hire, customer chargeable billing and dispute resolution. These tasks will include customer and internal interactionsin a bid to secure revenue where applicable.
- Monitor, manage and improve on communication with customers on pre/post delivery performance ensuring high standards of customer service.
- Interpret data and report on corrective actions to address underperformance or non-compliance within the UK back-office team.
- Analyse, evaluate and monitor all key performance indicators ensuring monthly performance is clearly understood regarding customer service, operational efficiency, and financial targets to ensure UK objectives are being achieved.
- Establish clear accountabilities and responsibilities for teams and ensure individuals are focused on areas that improve and exceed key performance indicators and customer expectations
- Develop a KPI framework that determines the revenue/cost benefit of customer service excellence and ensures promised financial gains are tracked and realised.
- You will have regular communication with customers through your department, identifying and investigating issues with the objective of understanding the root problems.
- Proven track record of business planning activities to include cost recovery, revenue recognition and organisational design
- Previous experience of P&L management including planning, risk management and accounting processes
- Extensive knowledge of Powered Access Hire Industry and/or Plant Hire Industry including customer base, competitor activity and buying behaviour
- Credible communicator, demonstrable leadership skills and ability to influence and negotiate effectively
- Ability to communicate with internal or external customers to resolve issues or queries satisfactorily. The power to use technical knowledge, experience and interpersonal skills to gain the agreement and respect of others
- Strong people management skills
- Able to balance short
- and long-term goals, is motivated to hit performance targets and assigns clear levels of responsibility
- The ability to clarify goals and objectives to work to an agreed pattern of output and to prioritise tasks and activities
- The ability to work in such a way that maintains and improves business processes and structure
In return you will receive:
- Competitive Salary
- 25 Days annual leave
- Company Car or Cash Allowance
- BUPA Health Plan
- Auto enrolment pension scheme
- Life Assurance
- Lifestyle Benefits
Part of the Loxam Group, Nationwide Platforms are the UK's market leader in powered access with a fleet of 13,500 machines operating from 32 depots across the country, we have the operational capacity, experience and expertise to fully satisfy our customersworking at height needs.
Employing 1,100 staff across the UK, we have an established workforce which supports an inclusive and diverse organisation. Nationwide Platforms strongly believe that equal opportunities for our existing and prospective employees is important, and continuesto build upon our culture of respect, teamwork and excellence.
We pride ourselves on putting health and safety first in all of the products, services and support we provide. This all-embracing commitment to welfare and wellbeing is epitomised by our “Your Safety, Our Priority” programme.
For further information please contact the Recruitment Team on or
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