Customer Service Operations Manager

Job description

This excellent role is newly created and will offer a talented Head of Customer Services and Operations the opportunity to bring forth ideas and create a flawless customer journey, this role will have endless opportunity to be innovative and build something new.

Candidates only from consumer goods & services background will be considered

Client Details

This business are an ethical and established business with excellent track record, they operate within a specialist market and will offer hands on training to learn about their services in detail.

Working for a growing UK business you will be based in a hub of activity, this role will oversee 2 teams, one being a small contact centre.

Description

Key Responsibilities will include;

• Identify and implement changes within the team to ensure it can take on new service offerings.
• Work closely with the Technical Services to ensure new customers are on-boarded efficiently
• Resource Planning
• Recruiting and progressing talent within your teams
• Set and manage targets to the team
• Instil a high-performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
• Develop and deliver support and service solutions for customers in line with industry best practice
• Ensure operational procedures and practices are well defined, documented and consistently applied
• Manage and develop strategic partnerships with third party suppliers and other internal stakeholders
• Management of high end documentation for all service arrangements
• Able to present accurate projections to enable business profitability and growth
• Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered
• Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place
• Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
• Drive a continual service improvement programme based on a desire to become a world class managed service provider.

Profile

The successful candidate for the role will match all criteria below (and be able to add more)

*Experienced in house Customer Service Manager / Head of Customer Experience or Operations Manager - its esstenial that this role has been within a consumer goods & services background with a proven track record of building, developing and managing service delivery and support teams

*To be successful for this role you must have a proven track record with implementing new initiatives, ideas and technology, this business will require you to draw on your experiences to raise the excellency standards currently in place. We will require you to have done such a project on more than one occasion and have been within the business to have seen the results of your project first hand.

*Hands on People Manager and experienced in managing managers

*Professional background to include management of large teams and small but specialist teams - both combined will be preferred

*Experience working as part of a senior leadership team

*Comfortable and experienced in pitching ideas to board level

*Experienced in being self managed

*Previous role having been at decision making level for Customer Services or high level second in command looking to step up

*Excellent technical experience, or been heavily involved in any new system implementation

*Notice period of 1 month or 2 months max (due to company peak)

*Liverpool / Warrington candidates preferred

*Creative, innovative and passionate about Customer Service

*Able to implement ideas and work in an adaptable way - proven idea to implementation background

Job Offer

This role offers

*A new exciting role that will enable and encourage creativity and innovation

*The opportunity to hire your own team

*Salary £55,000 - 60,000

*Benefits package

*Free Car Parking

*No weekends