Customer Experience Operations Director

1 week ago


Norwich, Norfolk, United Kingdom Anglian Home Improvements Full time

**Anglian Home Improvements**: A leading home improvement company seeking a seasoned professional to lead our National Contact Centre.

Overview

We are looking for an experienced Contact Centre Manager to oversee the daily operations of our National Contact Centre, driving team performance and ensuring seamless customer experience.

Job Description

This is an exciting opportunity for a results-driven leader to join our Senior Management Team. As our ideal candidate, you will be responsible for:

  • Managing the daily operations of the Contact Centre, balancing business and people priorities to achieve key KPIs and objectives.
  • Developing and managing direct reports to meet individual targets aligned with our overall strategy.
  • Contributing to projects that identify, establish, and enhance effective implementation of business processes to support our call centre goals.
  • Supporting succession planning and development initiatives to maintain optimum team performance.
  • Collaborating with the Head of Call Centre on high-level strategy and implementing changes with stakeholders.
Key Skills & Experience

To succeed in this role, you will need:

  • Proven experience as a Contact Centre Manager or similar leadership position in a customer service environment.
  • Strong leadership and team management skills, focusing on coaching and staff development.
  • Familiarity with contact center technologies, including dialler experience and reporting tools.
  • Able to analyze and interpret data through KPIs and service metrics.
  • Experience in budget management and cost optimization.
Salary and Benefits

We offer a competitive salary of **£55,000 - £65,000 per annum**, along with a range of benefits including:

  • 31 days holiday, increasing to 33 days after 2 years of service.
  • Paid time off annually to volunteer.
  • Comprehensive health and well-being benefits.
  • Discounted group scheme on various products.
  • Career development opportunities.

At Anglian Home Improvements, we value equality, diversity, and inclusion. We welcome applications from candidates regardless of their background and ensure an inclusive working environment.



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