REED are working with a National Organisation, recruiting for the position of Head of Customer Service & Site Operations, to be based at their site in Norfolk (East)
This is a strategic leadership role with accountability for delivering unrivalled customer service, employee engagement and operational success across the contact centre.
Responsibilities include account and billing contact customer experience including collections and affordability support, delivered through an increasing range of diverse and digital communication channels.
An authentic leadership style in line with company values is essential, you will be responsible for leading by example and setting standards to drive forward a high performing and professional culture.
-Senior level experience of leading a complex customer contact environment, with an understanding of how to achieve optimal performance
-Experience of developing and optimising business processes and customer journeys
-Proven track record in delivery of customer experience improvements in an evolving contact environment
-Trouble shooting and root cause analysis experience
-Strong stakeholder engagement and relationship management
-Strategy building and management within a customer service/contact centre environment
-People management experience
-Passionate about leadership
Permanent full time position. Salary circa £80,000 + Bonus + 28 days annual leave plus Bank Holidays + Pension scheme and Private Healthcare
Please apply online if you’re interested and would like to be considered. More information will be provided to suitable candidates, you will be contacted if being considered for shortlisting.