Head of Customer Service Operations

5 days ago

Richmond, United Kingdom Savills Full time

The Head of Customer Service Operations will lead the Hive Operations team to meet input and output goals. In order to do this, you'll need to work closely with the Marketing and Operational teams to facilitate collaboration and optimisation. In addition, you will work on high level long-term data and insights projects that support lead generation and innovation.

The Hive has been reimagined as the new Client Services Department, fit for the 21st century. This team plays a vital role in Savills long term growth strategy. This role requires a person who is able to stay calm under pressure, champion data accuracy and find ways to optimise old processes.

Role Responsibilities
- Motivate and engage the team to meet their input and output goals
- Have a winning strategy for operational excellence
- Ensure the day-to-day operations run smoothly and efficiently
- Complete all necessary administrative tasks in a timely manner
- Oversee communications with stakeholders, ensuring that all communications are accurate and professional
- Implement and maintain effective processes and procedures for the Hive Ops team
- Monitor the quality of customer interactions and leads, and make recommendations for improvement
- Recruit, on-board and train
- Build a positive and productive team culture to drive results and engagement
- Manage a team, providing consistent coaching and guidance
- Monitor the performance of the team and provide regular performance updates to the Head of Hive
- Identify and address any performance issues within the team
- Work with the department to reduce admin time for consultants and increase call time
- Analyse available data and recommend projects to optimise processes
- Lead and champion projects that improve our data accuracy and data management
- Develop and implement team training plans to upskill team members and improve performance
- Ensure that all team members are following all Hive procedures, processes and frameworks
- Assist in managing budgets and team finances

Essential Skills and Experience
- Experience in personnel management and team leadership (2+ years) / Excellent coaching and mentoring skills
- Experience within Property sector (4+ years) / Strong understanding of data, excel and CRM
- Ability to work under pressure and meet deadlines
- Strong communication skills, both written and verbal
- Ability to analyse data and inform targeting strategies
- Strong problem-solving and decision-making abilities
- Strong organisational and administrative skills

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