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Head of Uk Contact Centre Operations

5 months ago

Gloucester, United Kingdom IONOS Full time

Unleash your leadership prowess as we seek a remarkable individual to join us as the Head of Operations UK IONOS & Fasthosts. In this role, you'll be at the helm of our Contact Centre teams, spearheading a diverse range of channels to provide exceptional service.

In return for your dedication, you'll enjoy a full-time position with flexible hours, allowing for work-life balance. We believe in fostering a diverse and inclusive workplace that celebrates uniqueness, encourages innovation, and embraces the richness of different perspectives.

As the premier web hosting and cloud partner for small and medium-sized businesses across Europe, we're on a mission to deliver unparalleled customer experiences.

**You will be pivotal in**:

- Championing our commitment to extraordinary service and achieving ambitious targets.
Nurturing and developing a talented team of managers, guiding them to deliver their best.
- Diligently monitoring employee performance to maintain superior quality standards.
Collaborating with our planning team to optimize resources and enhance efficiency.
Driving transformative change initiatives, fostering effective communication and embracing innovation.
- Setting strategic priorities and igniting outstanding performance from both onshore and offshore teams.
- Delivering insightful reports on customer contact trends, satisfaction levels, and internal drivers.

**What experience do you need under your belt?**:

- Demonstrate expertise in successfully overseeing high-performing, multi-channel 24/7 contact centres within a subscription-based business model context.
- A charismatic leadership style, inspiring teams and fostering growth.
- Exceptional communication skills, empowering you to connect with diverse individuals.
- Sharp analytical abilities, enabling you to decipher data and uncover trends.
- A customer-centric mindset, prioritising their interests and exceeding their expectations.
Proficiency in contact centre tools and systems.
- A penchant for solving challenges creatively, with a relentless focus on employee and customer satisfaction.

We recognize that business leaders come from diverse backgrounds and experiences. We don't expect you to have prior industry or product-specific knowledge. What truly matters to us is your genuine passion for delivering exceptional customer service and your knack for effective leadership. If you possess these qualities, we're eager to hear from you and explore the possibilities together.

**But what about you?**:
It's not just about us, it's about you too We welcome individuals who thrive on challenges and continuous growth. We value the unique contributions each person brings, from innovative ideas to a positive work attitude. In return, we believe in providing a supportive environment with a range of benefits to promote your well-being and work-life balance. Our offerings include:

- Competitive salary range of £70,000 - £100,000 OTE (negotiable based on experience)
- Generous annual leave of 27 days plus bank holidays
- Hybrid and flexible working options
- Contributory pension scheme
- Private healthcare and life assurance
- Employee assistance programs
- Cycle to work scheme
- Convenient free parking in a vibrant city center location
- Free refreshments like soft drinks, fruit, and top-notch coffee available in our multiple break rooms

And that's not all We believe in fostering a sense of camaraderie and fun among colleagues. Enjoy social events, summer and Christmas parties, fitness groups, running teams, and much more. We want to make your time with us not just rewarding but also enjoyable.

**INTERESTED?**:
So, like the sound of working at Fasthosts? We don’t blame you, we think it’s pretty great too

We can’t wait to hear from you
- As an equal opportunities employer, IONOS and Fasthosts are committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership._
- We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply._