Head of Customer Contact

Hays Specialist Recruitment Limited ,
Nottingham, Nottinghamshire
More Details
Job Type: Full-time
Salary: £50,000 per annum

Overview

Head of Customer Contact Nottingham Based Circa £50,000 per annum depending on skills Full Time (35 hours per week) About the company: Our client is one of the largest locally based housing organisations in the East Midlands. About the role: The main purpose of this role is to deliver the strategic and operational ambitions of our clients new customer contact team, through the deployment of a new structure, revised business processes and extended technology; in a way which is consistent with our values. As the Head of Customer Contact, you will define what excellent customer service looks like for the organisation through the delivery of challenging but achievable targets; identifying and implementing effective measures to improve customer satisfaction. You will be required to demonstrate tangible results in terms of customer satisfaction and operational efficiencies that drive a seamless experience for customers. Other key aspects of the role will include resource planning and management and taking a positive and proactive approach to building strong teams. You will also design and roll out training programmes for new and existing colleagues to support the embedding of updated standards. And work with wider internal teams to embed processes for activities that impact effectiveness of an excellent customer experience. Although you will have the overall responsibility for circa 50 colleagues, you will also direct line management responsibilities of a few colleagues. What you'll need to succeed: You will be naturally inquisitive and won't accept the status quo. As a customer advocate you will always look at how to achieve quality solutions for everyone. Problem solving, decision making and strategic thinking will be second nature and you will be well versed in deploying processes and technologies. Your innovative and adaptable persona will enable you to implement the necessary changes to processes, systems and training; to achieve the expected standards and set the direction for customer service in the organisation. You will also draw on your effective, credible collaboration, influencing and persuading skills when dealing with stakeholders. What is most important? Your: Motivational leadership style and coaching methodology focused on bringing the best out of individuals and teams Significant management experience at a strategic level with an established record of delivery of a quality multi-channel customer contact service in a large organisation Proven experience of initiating and driving change in a complex and high performing environment;- be it to processes or systems Experience in performance management and developing teams to a very high standard Knowledge of contact centre software solutions Display of accountable behaviours and values and the fact that things get done because of you What you'll get in return: A health cash plan (up to £1200) is in place to give you money back on all the basics e.g. opticians, dentist, physio, health screening etc. 36.5 days leave an extra 2 days after 5 years' service A pension scheme with contributions up to 7.5% Enhanced maternity/paternity/adoption pay for if and when you decide you want a family Discounted bus passes and gym membership, discounts and cashback at major retailers Free access to employee Advice Line; offering a 24-hour confidential advice service to discuss work or home related concerns with professional advisors What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

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