Customer Service Director
1 month ago
Reed is seeking a visionary leader to manage our Contact and Advice Centre. As a key member of our team, you will be responsible for leading a team of dedicated professionals to deliver exceptional service quality, meeting and surpassing both internal and client-based quality and performance objectives.
Key Responsibilities:- Lead a team of customer service professionals to deliver unparalleled service quality.
- Utilise advanced databases and analytical tools to produce actionable management information.
- Forge and nurture relationships with international stakeholders to ensure the strategic expansion and sustainability of our services.
- Proactively identify and seize new business opportunities to contribute to the growth of our service portfolio.
- Champion a customer-centric approach across all service facets, from interaction handling to data management and communication excellence.
- Maintain up-to-date knowledge of consumer protection laws to provide authoritative support and guidance to your team.
- Lead the charge in customer service excellence, including the delivery of staff training and upholding our commitment to Customer Service Excellence certification.
- Innovate and develop cutting-edge contact handling and customer service solutions, offering training to both internal teams and external clients.
- Manage the creation and distribution of promotional and informational materials to enhance the visibility and reach of the Contact and Advice Centre.
- Ensure strict adherence to all organisational standards, including performance, quality, and data protection protocols.
- Embrace the opportunity for national and international travel to contribute to the organisation's broader strategic initiatives.
- Demonstrable management and leadership prowess.
- A track record of success in managing a Contact and Advice Centre.
- Stellar customer service skills, catering to both external clients and internal stakeholders.
- Advanced IT literacy to ensure the effective operation of Contact and Advice Centre systems.
- Innate leadership qualities, a keen interest in legal matters, and the ability to stay abreast of legislative developments.
- Outstanding stakeholder management capabilities.
- Experience within a legal call centre setting.
- Hybrid working, with 1 day per week in the office to foster team collaboration.
- Generous holiday allowance of 25 days + 8 bank holidays, increasing to 30 days with service, and Christmas shutdown granting at least 2 additional days.
- Performance-based bonuses awarded in January, May, and October.
- Flexible working hours with the option to start between 7-10am and finish between 4-7pm.
- Extended lunch breaks of up to 2 hours, promoting work-life balance.
- Two paid volunteer days annually to support causes close to your heart.
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