Interim Head of Customer Operations

3 weeks ago

Chester, United Kingdom Page Personnel Full time

Rapidly Growing business - Financial Services
- Excellent transformation role within Customer support

**About Our Client**:
This business are an ethical, regulated and established business with excellent track record, they operate within a specialist financial market.

This role will oversee 4 customer focused teams and be responsible for embedding new regulatory changes, updating process mapping and customer and colleague experience.

Key Responsibilities will include;
- Management of functions including Collections, Customer Support, Complaints and Compliance - you'll work with each area to understand the full customer journey, identify possible risks and areas for improvements
- Manage and create a strong management team through training, cross training and relationship building
- Full SLA / KPI management including management of the dialler operation, quality and compliance adherence
- Working with Senior Leadership teams to investigate and support the roll out of a working customer insights system
- Hands on role, working with customers to resolve any queries and complaints
- Staff training
- Working with your teams to ensure overall department targets are fit for purpose and achievable

**The Successful Applicant**:

- Experienced in house Customer Service Manager / Head of Customer Experience or Operations Manager. Additional skills in financial services, transformation and project work are required
- To be successful for this role you must have a proven track record with implementing new initiatives, ideas and technology, this business will require you to draw on your experiences to raise the excellency standards currently in place. We will require you to have done such a project on more than one occasion and have been within the business to have seen the results of your project first hand.
- Hands on People Manager
- Professional background to include management of specialist teams

*Experience working as part of a senior leadership team*Previous role having been at decision making level for Customer Services / Customer Experience
- Available within the next month to take on this new assignment
- Creative, innovative and passionate about Customer Service
- Able to implement ideas and work in an adaptable way - proven idea to implementation background

**What's on Offer**:
This role offers
- A new exciting role that will enable and encourage creativity and innovation
- Salary £70,000
- Benefits package
- Free Car Parking
- This role will go live throughout your assignment, option to stay permanently will be presented

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