Head of Customer Service
4 months ago
_**Head of Customer Service Operations**_
- **Kilmarnock**_
- **Salary up to £75,000 DOE **_
- Are you an experienced Senior Operations Manager from a Customer Service environment looking to make the next step in your career?
- Are you passionate about leading and developing people?
- Are you focused on improving processes and driving change across your business area?
- Are you confident about driving your business area and challenging Senior Management to get results?
As head of Customer Service, you will have responsibility for delivering operational excellence and great customer outcomes across a range of disciplines and processes, complaints, disputes, vulnerable customer support, administration, and document management.
This is a key role within the organisation, requiring great people management, coaching and development to optimise the talents of your team. The role will bring fresh insight and be empowered to deliver process changes and improvements to better support customers, quickly resolve issues and reduce risk associated with process utilising recent technology investments.
- **To be successful in this role you will bring**:_
- Minimum of 3 years Senior Management Experience in an FCA-regulated Contact Centre environment
- Practical operational experience of relevant contact centre and administration technology available
- Ability to plan, do, measure, and review in relatively quick cycles, to deliver noticeable benefits to the business
- Excellent communication and interpersonal skills
- Ability to identify improvement opportunities
- Have a balanced approach between quality of service, commercial success and compliance
- Demonstrable cross-functional stakeholder management skills
Interested? Excellent salary and competitive benefits package. To find out more, get in touch with Kirsty Scott.
Pay: Up to £75,000.00 per year
**Benefits**:
- Life insurance
- Private medical insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Work Location: Hybrid remote in KILMARNOCK
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