Head of Contact Centre

2 weeks ago

Poole, United Kingdom IQ Talent Solutions Full time

IQ Talent Solutions are delighted to be recruiting a B2B Head of Contact Centre for one of our most valued clients, who are a telecoms giant. The salary on offer is up to £85,000 plus benefits. The client is based in Poole with hybrid working options available.

You will lead high-performing sales, customer services and operations teams to drive and grow sales volumes and provide high-quality customer service.
**What is expected of the Head of Contact Centre?**
- Set Sales Strategy including initiatives for growth considering their competitive position, supplier strategy and commercial framework and customer opportunities and risks.
- Ensure that all customer transactions are fulfilled as quickly and as accurately as possible throughout the supply chain from initial contact through to product fulfilment and in-life customer service.
- Structure the Sales, Service and operations teams to provide the most cost-effective management and front line to perform our key Sales business processes.
- Recruit, train, coach and lead a high-performance team. Invest time and effort in one-2-one coaching, PDP and PDRs and talent reviews.
- Shape a leading customer proposition including insight around key competitor offering. Consider how to best stand B2B propositions out from the weight and competitiveness of consumer offerings.
- Build a great working relationship with our client's main chain sales channels - Retail, Online and Telesales - and work to establish referral traffic for business customers.
- Structure the operations team to deliver the most cost-effective supervisory and front-line service possible whilst maintaining high quality service delivery.
- Troubleshoot any problems or issues as they occur, providing clear communication to all parties on resolution activity and timescales and addressing root causes behind all service failures.
- Partially responsible for setting the business strategy by providing excellent insight from customers/suppliers and market intelligence and suggesting and recommending development paths for the business.
- Impact of this role also contributes to the strength of the wider group relationship with the mobile networks and manufacturers.
**What we look for in a Head of Contact Centre?**
- Excellent knowledge of the UK B2B mobile market
- Experience of mobile network distribution agreements and commercial frameworks
- Ability to set clear and engaging objectives to teams and individuals
- Planning and organisation across multiple layers and teams
- Excellent communicator and influencer at all levels including exec.
- Strong man management skills
- Business process mapping
**What the Head of Contact Centre will receive?**

- Up to £85,000
- Industry leading benefits
- Hybrid working
- Chance to work for a telecom's giant

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