- Head of Contact Centre
- Leeds based (great motorway links)
- Progressive, forward thinking business
- £60,000 - £65,000 plus Bonus
- Part of Senior Leadership Team
Client Details
Page Group are delighted to be working in partnership with an industry leading business who are looking for a new Head of Contact Centre. Our client is an innovative and ever evolving business and are looking for this role to join their Senior Leadership team
Description
- Lead the customer experience strategy and form a customer first culture across the business
- Work with the business technology team to best maximise usage of the CRM system, forming positive outcomes for customers
- Deliver performance against key metrics across the business including CSAT and FCR
- Lead the development of operational strategies, aligning KPI'S across the department to achieve overall business objectives
- Manage 3rd party supplier relationships (outsources), holding to accounts against pre agreed contractual agreements, taking action where required to manage performance
- Work with finance function to manage the P&L, resourcing profile and financial forecasting
- Drive continuous improvement activities across the operations, creating a progressive culture
- Hold regular customer operations management meetings to evaluate progress and business strategy
- Engage in cross departmental collaboration to identify and address potential issues
- Leverage MI reporting to interpret data and drive improvements accordingly
- Develop key stakeholder relationships across the wider business
Profile
- Experience managing a similar Customer Operation / Contact Centre function
- Experience in a regulated environment
- Management of 3rd party relationships
- Strong commercial and financial acumen
Job Offer
This is a fantastic opportunity to join a growing Leeds based business as their new Head of Contact Centre.
The role offers a salary of up to £65,000 plus bonus and excellent company benefits