Director of Customer Contact
Package £150,000 neg (inclusive of Salary and Bonus)
Remote - But will require visits to various sites across the UK.
CCR are supporting a leading market UK Brand who are looking to recruit an experienced Director of Customer Contact who will be reporting at strategic board level. This position will oversee the strategic management and change of a muti site/multichannel contact centre operation across the UK. The ideal candidate for this opportunity will have had experience managing different teams such as Customer Service / Sales / Complaints and various back-office teams.
The Director of Customer Contact will play a crucial role in building and maintaining strong customer relationships, working closely with various departments such as marketing, sales, customer support, and product development, to create a seamless and consistent customer experience.
Responsibilities
- Develop and implement customer contact strategies.
- Align objectives with business goals.
- Identify improvement opportunities.
- Manage and lead customer service/sales contact teams.
- Oversee daily operations of contact centres.
- Implement standard operating procedures (SOPs).
- Evaluate and implement technology solutions.
- Ensure effective use of tools and systems.
- Manage the department's budget.
- Monitor expenditures and find cost-saving measures.
- Ensure compliance with laws and regulations.
- Prepare performance reports for senior management.
- Use data analytics for decision-making.
- Track and report key metrics.
- Handle customer complaints and escalations.
- Manage crises effectively.
- Ensure quick responses and solutions to major issues.
Executive Benefits package
- Company Car
- 27 Days Annual Leave + Bank Holiday
- Personal and Cooperate Bonus scheme.