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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 adam.benouaich@servicecare.org.uk or call me directly on 01772 208966.