Are you an experienced Head of Customer Service or a senior operations manager in a Contact Centre looking for your next challenge? Are you passionate about leading a contact centre customer service function to deliver first class customer service? Do you have experience within Financial Services and want to join a company with a great culture as they go through a period of growth and change?
We have a brand new role to lead a contact centre customer services business, within Financial Services. Reporting to the COO you will focus on First Contact Resolution, be passionate about customers and developing colleagues whilst instilling a culture of Continuous Improvement, constantly striving to enhance the colleague and customer experience. This is an amazing opportunity for a senior contact centre leader who is looking to make a difference strategically but has the passion and want to be hands on.
Head of Customer Services Key responsibilities will include:
- Provide leadership, coaching and support to the Contact Centre Customer Services team.
- Develop, own and lead a customer services strategy focusing on delivering first class customer service to customers.
- Create and develop a culture of customer first within customer services, leading by example and demonstrating passion for doing what’s right for the customer.
- Act as senior point of contact for customers where customers request and proactively identify opportunities to support our colleagues and customers.
- Work with colleague across the business focusing on removal of waste and failure demand utilising insight gained through customer and colleague feedback.
- Develop and lead a culture of continuous improvement through the customer services team where colleagues are empowered and constantly striving to do what’s right for customers.
- Have a deep understanding of the customer and colleague experience with particular focus on the journey for colleagues and customers within customer services.
- Ensure customer and colleague journey is seamless where engagement is required outside of the customer services business.
- Onboarding, training and development of all colleagues within customer services.
- Develop pride within the customer services business where colleagues feel valued and understand the critical role they play in the deliver of the Banks strategy.
- Work with the wider business to ensure customer services process maps and policies support the team in being able to deliver a first class customer experience.
- Relentlessly striving to ensure the team deliver excellence for our customers.
- Ensure delivery of the Retail strategy through the Customer Services business.
To be considered for this Head of Customer Services role in this customer service contact centre, you will need the following experience.
- Experience leading contact centre teams to deliver outstanding customer experience within a regulated environment. (Ideally Financial Services)
- Stakeholder management
- Demonstrable experience in Leading continuous improvement initiatives within a customer facing environment.
- Demonstrable experience in leading first class customer experience teams.
- Ability to communicate at all levels
- Continuous Improvement methodology
- Outstanding coach and leader.
- Able to learn and understand colleague and customer journeys.
- Excellent motivator and people engager.
You will also have access to a marketing leading benefits scheme. Please send your CV to Jomo People today to apply