Identifying and developing culture

Full Job Description

Customer Services Director - Call Centre based

Permanent position

Salary is depending on experience, it is competitive

Exciting opportunity for an experienced Customer Service Director to come in and join a fast growing company, who are rapidly expanding.

You'll be responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.)

• Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
• Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
• Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
• Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
• Reduction of the cost to serve
• Empower and Engage the Customer Service Team
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• Drive better sales through service
• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.
• Act as the Voice of the Customer across the organisation.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
• Define, negotiate and agree the effective utilisation of resource in line with service specifications. Plan the required resource in conjunction with business objectives and service level agreements.
• Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency
• Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.

Required Experience:

• Extensive experiencing of managing operational customer service teams, preferably within a call centre environment.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a senior, strategic level role. o Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
• Able to interpret MI/BI and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationships skills at all. Able to use these relationships to deliver service improvements
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.