Head of Customer Service
CCA are proud to be working with a prestigious retail brand who are looking to add to their senior management team within their contact centre by recruitment a highly experienced Head of Customer Service to enhance their customer experience.
The role of Head of Customer Service requires to a strong leader in the customer experience space within a multichannel contact centre set up. Reporting to the Customer Service and Retail Director you will have responsibility for a round30FTE including 5 Direct Reports who operate on shift patters between 8:30-10pm Monday to Friday and 8:30-9pm weekends. You will hold responsibility for driving the vision and values of the business as well as being the strategic head for the contact centre.
Candidates will need to demonstrate experience working with a prestigious brand ideally from the retail space and will have a strong continuous improvement mind-set. Experience improving systems and processes essential. You will have experience holding budget responsibility for a growing contact centre and will be a champion of customer experience.
This role requires an exceptional leader who thrives off getting stuck into the detail and supporting your team in an operationally hands on way.
Main Experience required of a Head of Customer Service
- Strong Leadership ability but not afraid to be hands on
- Proven continuous improvement skills
- Ability to motivate and develop a team
- Experienced in handling call centre MI and data
- Managing Key Stakeholders
- Process improvement Skills
- Enthusiastic and motivator of people
This is a fantastic opportunity to join a reputable and rewarding brand in the call centre market. Should you see yourself as a true leader within proven ability, please apply to firstname.lastname@example.org 01614570179