• Head of Contact Centre
• Leeds based (great motorway links)
• Progressive, forward thinking business
• £60,000 - £65,000 plus Bonus
• Part of Senior Leadership Team

Client Details

Page Group are delighted to be working in partnership with an industry leading business who are looking for a new Head of Contact Centre. Our client is an innovative and ever evolving business and are looking for this role to join their Senior Leadership team

Description

• Lead the customer experience strategy and form a customer first culture across the business
• Work with the business technology team to best maximise usage of the CRM system, forming positive outcomes for customers
• Deliver performance against key metrics across the business including CSAT and FCR
• Lead the development of operational strategies, aligning KPI'S across the department to achieve overall business objectives
• Manage 3rd party supplier relationships (outsources), holding to accounts against pre agreed contractual agreements, taking action where required to manage performance
• Work with finance function to manage the P&L, resourcing profile and financial forecasting
• Drive continuous improvement activities across the operations, creating a progressive culture
• Hold regular customer operations management meetings to evaluate progress and business strategy
• Engage in cross departmental collaboration to identify and address potential issues
• Leverage MI reporting to interpret data and drive improvements accordingly
• Develop key stakeholder relationships across the wider business

Profile

• Experience managing a similar Customer Operation / Contact Centre function
• Experience in a regulated environment
• Management of 3rd party relationships
• Strong commercial and financial acumen

Job Offer

This is a fantastic opportunity to join a growing Leeds based business as their new Head of Contact Centre.

The role offers a salary of up to £65,000 plus bonus and excellent company benefits