Head of Customer Service Operations
- Recruiter
- Confidential
- Location
-
Newcastle Upon Tyne
North East EnglandUnited Kingdom
- Salary
- Plus 20% bonus and benefits
- Posted
- 09 Feb 2021
- Closes
- 09 Mar 2021
- Job Title
- Director
- Category
- Marketing / Business Development
- Contract Type
- Permanent
- Hours
- Full Time
Head of Operations
Salary – 90K + Bonus + Benefits
North East England
CCA are delighted to be partnering with a household name brand to source an innovative and inspiring Head of Operations. This is a career defining opportunity to be part of building a brand new, insourced, quality contact centre operation of over 1,500 UK–based colleagues.
Our client are embarking on an exciting and ambitious journey to bring their customer service operations to the UK and need a strong Head of UK Operations to be responsible for successfully building the operation as well as being part of the ramp–down of external vendors.
Responsibilities include:
Driving the success of the day–to–day operations of the Customer Services department in the UK (insourced and outsourced).
Monitor the KPIs and SLAs related to customer satisfaction and will produce detailed management reports. This role facilitates the two–way–communication between head office strategy and objectives with the UK metrics and day–to–day performance.
Work with our insourcing implementation partner to build, onboard and embed our new insourced CS teams in the UK.
Manage the exit of BPOs to ensure consistent, great service to customers and partners as we build and stabilise the new internal teams.
Lead operations in our large new insourced site in the UK – Managing c1500 agents across all lines of customer and restaurant facing business – Across all channels (including Email, Phone, Chat, Social and Back Office).
Proactively going after opportunities to improve efficiency and customer outcomes.
Responsible for the eNPS and attrition of insourced staff What we are looking for:
Solid experience (5–10 years+) at leadership level with accountability for the day–to–day operational success of large, insourced CS operations (1000+ agents)
Proven ability to drive operational performance improvement in a variety of channels and handle complex transformations.
Drive to innovate and use new technology and data to create efficiencies and better customer outcomes – constantly focused on continuous improvement and unblocking challenges.
An inspiring self–starter who can lead teams and who is able to create an engaging and motivating place to work in order to attract the best CS talent, drive excellent performance and retain our people. If you feel you match the skills and experience sought, please apply now. For more information and a confidential discussion, please contact Rob Hilley.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 24 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 24 months inactivity your CV will be deleted permanently from our database.
No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies, we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business. Our client is an equal opportunities employer and FCA regulated company who will conduct credit, fraud, criminal record and 5–year reference checks as part of their pre–employment screening process
Salary – 90K + Bonus + Benefits
North East England
CCA are delighted to be partnering with a household name brand to source an innovative and inspiring Head of Operations. This is a career defining opportunity to be part of building a brand new, insourced, quality contact centre operation of over 1,500 UK–based colleagues.
Our client are embarking on an exciting and ambitious journey to bring their customer service operations to the UK and need a strong Head of UK Operations to be responsible for successfully building the operation as well as being part of the ramp–down of external vendors.
Responsibilities include:
Driving the success of the day–to–day operations of the Customer Services department in the UK (insourced and outsourced).
Monitor the KPIs and SLAs related to customer satisfaction and will produce detailed management reports. This role facilitates the two–way–communication between head office strategy and objectives with the UK metrics and day–to–day performance.
Work with our insourcing implementation partner to build, onboard and embed our new insourced CS teams in the UK.
Manage the exit of BPOs to ensure consistent, great service to customers and partners as we build and stabilise the new internal teams.
Lead operations in our large new insourced site in the UK – Managing c1500 agents across all lines of customer and restaurant facing business – Across all channels (including Email, Phone, Chat, Social and Back Office).
Proactively going after opportunities to improve efficiency and customer outcomes.
Responsible for the eNPS and attrition of insourced staff What we are looking for:
Solid experience (5–10 years+) at leadership level with accountability for the day–to–day operational success of large, insourced CS operations (1000+ agents)
Proven ability to drive operational performance improvement in a variety of channels and handle complex transformations.
Drive to innovate and use new technology and data to create efficiencies and better customer outcomes – constantly focused on continuous improvement and unblocking challenges.
An inspiring self–starter who can lead teams and who is able to create an engaging and motivating place to work in order to attract the best CS talent, drive excellent performance and retain our people. If you feel you match the skills and experience sought, please apply now. For more information and a confidential discussion, please contact Rob Hilley.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 24 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 24 months inactivity your CV will be deleted permanently from our database.
No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies, we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business. Our client is an equal opportunities employer and FCA regulated company who will conduct credit, fraud, criminal record and 5–year reference checks as part of their pre–employment screening process