Head of Customer Service Blackwood, Wales
Job description
- Head of Customer Service
- Permanent, full time
About Our Client
Page Personnel are currently partnered with a well established SME who have achieved year on year growth with a record 2021 performance. The business is looking to hire a new Head of Customer Service managing a small contact centre (25 FTE, 4 Team Leaders). Salary is £35k to £45k plus 10% bonus.
The business is based in Blackwood with free on site parking.
Job Description
The Contact Centre Scheduling team is the hub of the business, being the first line support to our customers and clients as well as processing all incoming orders (c600 daily).You will be responsible for managing the team and resources to meet all business KPI's, whilst ensuring every client/ customer receives an excellent level of service.The main purpose of this role is to provide key leadership and direction whilst successfully managing day to day contact from clients and customers to schedule appointments across the UK.The ideal candidate will come with strong client management experience combined with the ability to lead and inspire a high performing call centre operation.This is a very demanding but highly visible and rewarding role that combines logistical and operational expertise with customer service delivery. The role will sit within a fast growing organisation striving for excellence and is an opportunity to bring innovation and new technology to the operational model.
You will manage a small team of dedicated Team Leaders that are keen to be supported and nurtured to reach their own targets and full potential. Developing staff will be a key aspect of this role alongside customer delivery.MANAGEMENT RESPONSIBILITIES
x4 Team Leaders
Indirectly manage the contact centre (c22 staff members).ACCOUNTABLE FOR
a. Leading and managing direct and indirect reports
b. Resource planning for the contact centre
c. Ensuring the smooth booking of all jobs from clients
d. Recruitment and training of contact centre staff
e. The booking process (and continuous improvement of it)KEY RESPONSIBILITIES Ensure all incoming work is scheduled according to client needs and to maximise business margins
Successfully managing the contact centre operation according to the Business Plan and KPI's - ultimately creating an environment of excellence in delivery
Create a culture within the contact centre that puts the customer at the heart of every decision
Coach, lead and support the team to meet and exceed targets in line with the KPIs set
Forecast work volumes and resource required to ensure KPIs are achieved
Identify areas for improvement to enhance the customer experience and exceed SLAs
Work with the Head of IT to research and implement new technology to streamline processes to increase productivity and profitability
Accountable for department budget
Provide support and assistance to all other team members as and when required by undertaking any other duties and becoming involved in ad hoc projects
The Successful Applicant
- Ambitious and driven
- Experience managing teams
- Contact centre / customer service experience
What's on Offer
Please apply with your CV. Blackwood. Head of Customer Service.
£35,000 to £45,000 + 10% bonus
