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Head Of Customer Services - Coventry

  • Job reference: SHAB1000000
  • Location: Coventry, West Midlands
  • Job type: Temporary
  • Area of Expertise: Homeless and Housing Options
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Job description: Head of Customer Services , Coventry.

Essential Experience:

*Relevant senior management multi-channel contact centre experience.
*Proven demonstrable experience in management of a Customer Complaints Service
*Proven and demonstrable experience of running customer services within a Matrix and outsourced supply chain environment.
*Proven demonstrable experience in management and implementation of business change programmes.
*Proven experience of successfully challenging current ways of doing things - by influencing and negotiation.
*Knowledge and understanding of customer lead services and the changing housing sector environment.
*Inspire and give direction to the Contact Centre leadership teams.
*Proven successful experience of managing and reducing risk.
*Solutions focused, resilient attitude and not discouraged by setbacks and operational issues.
*Excellent line management skills and exposure to multi layered team approach.
*Proven experience managing a busy operational and strategic workload.

Essential Experience:

*Lead a right first time multi-channel customer services operation ensuring service and quality is delivered consistently, meets the Group's standards of customer satisfaction, people engagement and operational effectiveness.
*Influence the effective and efficient delivery of customer service across the Group and its supply chain, ensuring the Customer Services Centre Operating Model supports this vision.
*Strategically manage complaints and dissatisfaction for the Group
*Work as part of the Customer Services Management Team to support the design and operational execution of the groups customer service approach
*Ensure a robust risk management approach is in place and fir for purpose within a high volume complex environment
*Support business growth plans through an excellent end to end customer experience across all channels
*Help build customer advocacy through high levels of customer satisfaction, engagement and retention
*Embed continuous improvement activity across the CSC and influence across the Group
*Define appropriate key performance measures for operations and ensure that these are delivered and reported on to internal and external stakeholders
*Lead an develop a culture of coaching and mentoring cross the Customer Service Centre to support operational delivery, personal development and talent management.
*Motivate and develop direct reports so that they and their teams are engaged and enabled to deliver in their roles.
*Champion a change in the customer services environment to deliver more online services and work with internal and external partners to support the Orbit Channel Shift Strategy
*Keep updated with trends in customer service from a business and customer perspective to help inform future strategies and operational plans.

If you are interested in this post then please forward your CV to or call me directly on 01772 208966.