Head of Customer Operations Bsoc

2 months ago

Manchester, United Kingdom Mitie Full time

**Job description**:
- Lead the BSOC and TSOC operations in line with the strategy and direction of the Mitie helpdesk teams
- Deliver an industry-leading customer service experience for our customers
- Be accountable and responsible for the delivery and performance of the following functions within our two Operations Centres (approx 500 staff)
- Customer Service (multi-channel)
- Middle office functions such as work assignments to engineers or sub-contractors
- Back office functions such as quotes and compliance
- Operational enablement and support functions such as Workforce Management, Agent performance and quality coaching
- Ensure that customer SLAs are met for any helpdesk-related processes, e.g. PCA, Engineering in day attendance, compliance, quotes turnaround
- Ensure that internal KPIs are monitored and measured against agreed standards and improved upon where necessary e.g. schedule adherence, average handling time, right first time, attendance, attrition
- Responsible for working closely with and delivering an internal service to the account and field teams that TSOC & BSOC support
- Ensure that out-of-hours service (24 x 7) delivers as reliable a service as weekdays
- Provide leadership to the team, coach, mentor and develop direct reports that can manage high-performing teams
- Responsible for driving the continuous improvement and innovation of processes to deliver effective solutions for our customers and to maximise the efficiency of the Operation
- Lead the support teams that enable the operation to perform at its most optimal, and solve for any gaps in enablement
- Produce regular reporting and communication on the performance of the BSOC and TSOC helpdesks and improvement plans, should they be required
- Motivate the BSOC and TSOC teams and deliver an employee engagement strategy
- Ensure that both sites work in harmony and collaborate to deliver the best service and solutions for our customers and our teams
- Drive a ‘service excellence' culture and behaviour throughout the BSOC and TSOC helpdesks
- Maintain regular contact with customers (both internal and external) to ensure continued satisfaction, create positive relationships, identify potential problems early and give the necessary management discretion and support to put them back on track
- Showcase TSOC and BSOC and the helpdesk approach to existing and potential customers

You will also be required to:

- Drive Mitie's core values and behaviours and embed them into the teams and ways of working
- Set the standards to be delivered by your team, establish and utilise KPI's, benchmarks and milestones to demonstrate progress and achievement against plans
- Provide input to bids - both estimates, prices and content
- Work with the Target Operating Model transformation programme to deliver the BSOC and TSOC related elements and changes
- Collaborate with the leaders of other helpdesks across the business to ensure alignment, share best practices and provide mutual support
- Work with system delivery teams to implement new systems as dictated by transformation activities
- Deliver, maintain and test a BC/DR plan
- Manage and mitigate any business risks and issues
- Ensure ISO 27,001 compliance

**What we are looking for**:

- **Experience**
- Proven leadership skills that inspire and motivate the teams
- Experience of working at a Head of Operational role, running a successful and efficient operation covering several business functions (>100 staff)
- Contact centre management experience preferred
- Back office operational management experience preferred
- Facilities management experience desirable
- Demonstrable experience of leading large teams
- Experience of managing delivery teams across more than one location
- Experience of HR policy management and legislation for a similar organisation
- Demonstrable and extensive outsourcing, contact centres, FM, industry knowledge and experience
- Proven experience of successfully analysing, optimising and improving existing business performance and processes aligned to the business strategy

**People Leadership**
- Strong change management experience, evidence of ‘taking people with you'
- Track record of encouragement, development, and performance management of direct reports and team
- Champion of others, their successes and development
- Track record of addressing poor performance
- Experience of dispute resolution

**Communication**
- Excellent communicator, at all levels, and has the ability to present their case competently and fluently - both verbally and in writing showing credibility and gravitas
- Respectful communicator who is able to bring out the best in others by acknowledging and drawing upon their experience and expertise
- Ability to demonstrate positive customer relationships, entrepreneurial spirit and ability to understand complex contracts
- Must be comfortable in challenging the status quo and able to negotiate a consensus approach that all stakeholders support
- Abi

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