Head of Customer Services

YOU Personnel LTD ,
Redhill, Surrey
More Details
Job Type: Full-time
Salary: £54,000 per annum

Overview

Head of Customer Services Location: Redhill, Surrey Hours: 37.5 Salary: £54-56k excellent benefits YOU Personnel Ltd have an excellent opportunity for a Head of Customer Services to join a fantastic organisation, in Redhill. If you are a successful Call Centre Manager with a proven track within customer service this senior, dynamic operational role is for you. Duties include: Responsible for the strategic development, management, oversight and control of the Customer Services Department Ensure all staff are customer focused, operate efficiently and compliantly within legal and regulatory requirements including FCA Motivate, coach and develop Teams to carry out their responsibilities to required standards Ensure the customer journey is understood, teams are customer focused and understand regulatory frameworks Complaints managed to process, root cause identified, and corrective/ preventative measures implemented Assist the Operations Director in strategic development and general management of Operations Support general governance for the organisation, participating in committees as required Ensure good relations and performance is maintained with external suppliers and contracts Prepare reports for the Managing Board and Operations Committee Maintain and manage budgetary and headcount control Instil project management disciplines and ensure projects are prioritised and implemented in line with business strategy Keep up to date with competitors’ initiatives and industry trends Previous Experience: Education to Degree or equivalent Knowledge of French/Spanish preferred not essential Management experience essential, ideally working operationally with a large team Extensive people management experience including performance management Financial experience and working within operational areas Experience of developing and maintaining effective relationships with Executives and Senior Managers through personal credibility and delivery of results Effective communication and motivation skills with ability to liaise with senior management and external suppliers Able to evaluate and interpret information and make recommendations Successfully manage multiple, conflicting interests and deadlines Conceptual and creative thinker and can continually develop functional areas Proven ability to coach, mentor and manage other senior professionals Role Type: Full Time/ Perm Head of Customer Services/ Call Centre Manager/ Administration Manager/ Customer Service Manager/ Senior Manager/ Operations Manage r YOU Personnel is an independent Recruitment Agency. We provide recruitment solutions for PERMANENT, CONTRACT AND TEMPORARY staffing requirements

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