JOB TITLE: Head Of Customer Service

LOCATION: Smethwick

SALARY: £ 75000 to £ 90000

JOB SECTOR: Logistics

IDEAL START DATE: 01-04-2019

JOB STATUS: Active

JOB MODE: Full time

JOB DESCRIPTION

With a 190 seat operation based internally in Smethwick, our service operation is complimented by a number outsource partners.

As Head of CCS, you will be responsible for championing the very best customer service concepts to ensure continuous enhancements to customer experience for 22k + customers; with a strong quality and cost focus, you will ensure a perfect balance between experience and ‘right first time’ culture to ensure the very best commercial results

You will need to build and develop vibrant and successful working relationships with the OSPs and monitor and report on service delivery metrics and overall performance – providing appropriate management information and analysis on both in-sourced and outsourced services

Also responsible for managing and achieving KPIs in line with weekly scorecard for both internal and outsource teams

CANDIDATE REQUIREMENTS

• A strong people focus and excellent relationship management skills
• First rate communication, presentation and reporting skills, coupled with a strong knowledge and experience of service level agreements and performance management
• Sound analytical and problem solving abilities, backed by a good degree of IT/PC literacy particularly in the use and manipulation of Keynote/PowerPoint applications
• A commitment to continuous improvement, plenty of flexibility and a willingness to undertake multiple projects whilst ensuring the best ‘BAU’ results
• 5yrs + Senior leadership role within a contact centre environment
• 2yrs+ experience of managing outsource partners
• A total passion for customer experience and determination to make a difference
• Ability to set and achieve strategic business goals

Applicant Qualifications – EditYou have requested that Indeed ask candidates the following questions:

• How many years of Senior leadership role within a contact centre environment experience do you have?
• How many years of managing outsource partners experience do you have?
• How many years of analytical and problem solving abilities experience do you have?
• How many years of Keynote/PowerPoint applications experience do you have?
• How many years of service level agreements & performance management experience do you have?
• Do you have the following licence or certification: legal to work in the UK?
• Are you in Smethwick?
• Do you speak Proficient English (Must)?