Customer Service Director
7 days ago
**JOB TITLE**: Customer Service Director (Contact Centre)
**REPORTS TO**: CEO
**LOCATION**: Swindon (on site 5 days per week)
**SALARY**: Up to £120,000 base salary, plus Bonus & Benefits
Compass Executives are exclusively partnering a leading B2C Healthcare Business in their search for a Customer Service Director.
**Our Client**
Our client is a B2C Consumer Healthcare platform with a leading market share and reputation within its specialism.
Due to continued growth, our client is seeking to appoint a Customer Service and Experience expert to support a change agenda within the business as they integrate a number of recently acquired businesses into the group.
**Purpose**
Reporting to the CEO, the Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of exceptional customer service across their Shared Service Centre.
**Principal Areas of Responsibility**
Leadership & Strategic Management
- Strategically lead and develop a senior operational management team to enhance Customer Contact Centre performance by setting clear accountable performance measures.
- Responsible for Cost Centre Budgets ensuring appropriate cost controls are in place
- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/ Senior Stakeholder Peers.
- Regulatory Compliance and Risk Management
- Leadership of the Resource Planning and MI teams to achieve business objectives and service level agreements.
- Own, lead and deliver change management programmes within the Customer Service function
Customer Focussed
- Act as the Voice of the Customer across the organisation.
- Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), and other agreed Customer Metrics.
People Leadership
- Empower and engage the Service Teams by identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
**About You**
Applicants need to demonstrate extensive leadership and/or relationship management experience at a senior, strategic level role within a call centre/ customer contact centre environment.
You will have established a track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant B2C environment.
Both Tech and Data savvy, you will be able to interpret MI/BI and develop strategy: making recommendations, whilst overseeing vital developments and upgrades to the operating infrastructure within the business. This will take the form of Root Cause Analysiswith the aim of analysing what doesn’t go to plan and in turn suggesting, implementing and finally testing improvements to suit, so prior experience of Root Cause Analysis and Business Process Improvement will be vital.
Our client is in the process of implementing a new Customer Experience system and unifying process across the many sites and brands within the group, so a thorough understanding of modern Customer Experience telephony systems is vital.
**Personality & Characteristics**
- Dynamic and fleet of foot
- Highly personable (outstanding interpersonal skills)
- High integrity and low ego - authentic and inspirational
- Driven (outcomes focussed). A doer
- Passionate and positive
**In order to be considered for this position you must be able/willing to work from the Swindon area Monday - Friday.**
**How to Apply
-
Front of House Staff
7 months ago
Swindon, United Kingdom Director Club Full timeThe Job: Front of House Staff - Monday to Friday only! The Pay: NMW The Hours: Casual/Variable, 0-45 hours per week. The Location: The Old Dairy, SN4 0EU. Situated just a minute from M4 Junction 15 in Badbury. Own transport is essential as we are not reachable via public transport. - Who are we?_ Director Club is a private members' space for business...
-
Massage Therapist
7 months ago
Swindon, United Kingdom Director Club Full timeThe Job: Freelance or Employed Massage Therapist Hours: Every other Friday, 9am - 5pm The Location: The Old Dairy, SN4 0EU. Situated just a minute from M4 Junction 15 in Badbury. Own transport is essential as we are not reachable via public transport. - Who are we?_ Director Club is a private members' space for business directors and creatives to work,...
-
Customer Service Director
3 weeks ago
Swindon, Swindon, United Kingdom CV-Library Full time**Career Opportunity**CV-Library, a leading job search platform, is seeking an experienced Customer Service Director to join our team at our premium dealership in Salisbury.The ideal candidate will be responsible for managing the service team, providing exceptional customer service, and ensuring that all customers receive a first-class...
-
Massage Therapist
6 months ago
Swindon, United Kingdom Director Club Full timeThe Job: Freelance Massage Therapist (Rent our Space) The Location: The Old Dairy, SN4 0EU. Situated just a minute from M4 Junction 15 in Badbury. Own transport is essential as we are not reachable via public transport. - Who are we?_ Director Club is a private members' space for business directors and creatives to work, dine and relax. Clients can enjoy...
-
Front of House Staff
6 months ago
Swindon, United Kingdom Director Club Full timeThe Job: Front of House Staff - Monday to Friday only! The Pay: NMW The Hours: up to 45 hours per week (depending on your availability). Worked on a two-week rotation. During your breaks, you can enjoy your food and drinks on us: - Week 1: 6:30am until 16:30pm - Week 2: 11am until 9pm The Location: The Old Dairy, SN4 0EU. Situated just a minute from M4...
-
Customer Service Director
6 months ago
Swindon, United Kingdom Openwork UK Ltd Full timeWe are looking for an inspiring and passionate leader, who can transform our multi-channel contact and support services to** wow our customers.** As Customer Service Director, you'll be at the forefront of all Operations services provided to our customers. You'll be inquisitive and keen to challenge the status quo, **helping us do things better, faster and...
-
Senior Customer Experience Director
1 week ago
Swindon, Swindon, United Kingdom Be Applied Ltd Full timeJob SummaryThis role involves leading our finance contact centre and developing partnerships with finance expert delivery teams to deliver excellent customer services.As Senior Customer Experience Director, you will be responsible for driving an exceptional customer experience in our Finance Shared Service.
-
Customer Service Director
4 weeks ago
Swindon, Swindon, United Kingdom Kairos Recruitment Full timeRole Overview">Kairos Recruitment is seeking an experienced Customer Service Manager to lead their customer service team as Head of Customer Service. This role offers a unique opportunity to work with a litho and digital printing company recognised for its commitment to quality and exceptional service.">About the Role">This position involves collaborating...
-
Sales and Service Director
5 days ago
Swindon, United Kingdom Zachary Daniels Recruitment Full timeSales and Service Director OpportunityZachary Daniels Recruitment is seeking a highly motivated and customer-focused leader to join our client's team as a Sales and Service Director. This is a key leadership role where you'll partner with the Divisional Manager to drive store performance, lead a dynamic team, and ensure customers enjoy a top-tier experience...
-
Sales and Service Director
3 weeks ago
Swindon, Swindon, United Kingdom Castore Full timeJob Title: Sales and Service DirectorAbout UsCastore is a leading sportswear brand that's committed to delivering exceptional products and services to athletes worldwide. Our mission is to empower athletes to perform at their best by providing innovative solutions and world-class support.Job DescriptionWe're seeking a seasoned Sales and Service Director to...
-
Trainee Funeral Director
7 months ago
Swindon, United Kingdom Hillier Funeral Service Full timeHillier Funeral Service is recruiting a full time Trainee Funeral Director. Established in the 1920’s we are proud to be one of the oldest family businesses in Swindon and the surrounding area. The role on offer is a challenging position working in a busy environment that encompasses all aspects of the funeral trade. - Removal of deceased from hospitals,...
-
Front of House Staff
3 days ago
Swindon, United Kingdom Director Club @ Sandstorm Films Full time**Summary of role** **You will be part of a team in our Director Club. The setup is a day restaurant for clients on film shoots, but we are also open to the public for cafe food and drink, along with massage therapy and a sauna.** **As a Front of House Team Member you will ensure that all staff and visitors are welcomed, provided with superb service and...
-
Finance Shared Services Director
3 weeks ago
Swindon, Swindon, United Kingdom ENGINEERINGUK Full timeWe are seeking a highly skilled and experienced Finance Shared Services Director to join our team at EngineeringUK. The ideal candidate will have a strong background in customer relationship management and a proven track record of driving excellent customer experiences.ResponsibilitiesYour key responsibilities will include:Representing the Finance Shared...
-
Customer Service Manager
2 months ago
Swindon, United Kingdom CV-Library Full timeWe here at Siamo Recruitment are working with a leading employer in Swindon, a master of their trade going through exciting growth and looking for a leader to join them and take them to the next step as the Customer Service Manager. Our client is a leading print brand who reach to all of the UK providing bespoke products into a range of industries...
-
Site Operations Director
3 weeks ago
Swindon, Swindon, United Kingdom Wohn-Service-Team Full timeRole Summary:We are seeking a Site Operations Director to join our team at Stericycle. As a key member of our operations team, you will be responsible for overseeing the day-to-day operations of our transportation services across the UK and Ireland.The successful candidate will have a strong background in logistics management, with experience of managing and...
-
Care Services Director
2 weeks ago
Swindon, Swindon, United Kingdom SCR Recruitment Services Full timeSCR Recruitment Services is seeking a highly skilled and experienced Care Services Director to lead our residential home for older people in the Swindon area.This is a unique opportunity to develop your leadership skills while ensuring high-quality care for our residents, who include individuals with dementia.As Care Services Director, you will be...
-
Clinical Services Director
3 weeks ago
Swindon, Swindon, United Kingdom DNA Recruitment Ltd Full timeClinical Services Director Opportunity:We are looking for an experienced Clinical Services Director to join our team in Wiltshire. The successful candidate will have strong leadership and patient care skills, with previous experience in pharmacy management.The salary for this role is £65,000 - £75,000 basic, plus bonus based on performance. Our benefits...
-
Food Service Operations Director
3 weeks ago
Swindon, Swindon, United Kingdom Compass Group UK Full timeJob Title: Food Service Operations DirectorHourly Wage: $97 per hour, working 36.25 hours per week over 5 days.About the Job:We are looking for a seasoned professional to lead our food service operations as a Food Service Operations Director. This critical role requires a strong understanding of food service management principles and the ability to inspire...
-
Director of Children Services Operations
2 weeks ago
Swindon, Swindon, United Kingdom Ackerman Pierce Ltd Full timeAbout the Role: We are looking for a seasoned professional to take on the challenge of leading our Children Services Team. As the Director of Children Services Operations, you will be responsible for developing and implementing strategies that drive business growth and improve service delivery. Key responsibilities include:* Developing and managing budgets...
-
Regional Services Director
1 week ago
Swindon, Swindon, United Kingdom MND Association Full timeJob Title: Regional Services DirectorWe are looking for an inspiring leader to oversee our regional services and partnerships at the MND Association. This home-based role with travel requirements will see you work across Bristol, Wiltshire, and Gloucestershire.This is an excellent opportunity for a motivated individual to make a meaningful impact on people's...