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Head of Customer Operations

2 weeks ago

Walsall, United Kingdom Lifecycle Oils Ltd Full time

Leadership capability and a customer-focused mindset will be pivotal in scaling our sales operations and achieving business success as will be the ability to think strategically and drive process improvement.

**Key Responsibilities**:

- Foster a culture of high performance, accountability, and collaboration across telesales, field sales and customer service functions.
- As part of the Sales Leadership Team, contribute to the wider success of the function
- Develop the Contact Centre Operations strategy and plans to drive towards best in class service, meeting or exceeding all KPIs and operating within budget.
- Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies including Telephony & CRM and to create a cost-effective operation consistently achieving contact handling SLAs.
- Lead the rollout of new systems as required, ensuring adoption and effectiveness across all areas.
- Establish clear objectives and performance expectations, ensuring effective communication of KPIs and targets to all team members.
- Lead, inspire and co-ordinate management teams at all levels to encourage motivated and engaged colleagues.
- Conduct regular one-to-ones, performance reviews, and coaching sessions to support development of direct reports and wider team development, working closely with HR & Training team
- Identify and nurture talent, creating opportunities for career progression within the organisation.
- Identify and seize growth opportunities to expand market presence and drive profitability.
- Facilitate collaboration between telesales, field sales and customer service teams
- Work closely and cohesively with operations leadership, micro-sites, logistics, IT, and finance teams to ensure seamless service delivery and maximise operational efficiency.
- Support cross company initiatives to drive improvements, improve efficiency and reduce customer complaints
- Oversee the collection, management, and utilisation of prospect and customer data to support sales growth.
- Deliver regular reports on key metrics, including sales and service performance, customer activity, and team efficiency.

**Person Specification**
- Extensive experience of leading and running Call Centre Operations in sales and customer service environments
- Proven track record with process improvement and delivering change
- Prove experience driving a collaborative culture within own areas and with wider business teams and stakeholders
- Deep expertise in relevant systems and process, especially for call centres, CRM development and related business systems
- Proven experience in a sales and/or customer service leadership roles, ideally in related industries.
- Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams.
- Commercially astute with strong strategic thinking and problem-solving capabilities.
- Outstanding communication and stakeholder management skills.
- Commitment to delivering exceptional customer service and fostering a customer-focused culture.