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Head of Customer Service

Location: Salisbury, Wiltshire Industry: Customer Services
Salary: £45000 - £55000 per annum + benefits Contact: Danny Harding
Posted: about 1 year ago Contact Email: meridiansouth@meridianbs.co.uk

Our client is looking for a Head of Customer Service to join their growing and successful team in Salisbury.

The ideal candidate will have a strong background in delivering results within a call Centre environment, you will need to have experience in the following:

  • Proven experience of leading a successful contact centre team in a fast paced Customer Service environment
  • Experience in strategically planning and leading change within a contact centre
  • Ensure your team deliver within set guidelines and regulations
  • Experience in identify training and development needs and implementing training plans across the contact centre
  • Ensure KPI's are set as minimum standards and are exceeded
  • Experience in resourcing for contact centres including Live Chat
  • Motivate and lead your team and manage their performance at all times
  • Consistent reviewing of process and KPI's to insure maximum performance within the contact centre
  • Maintain appropriate level of functional and technical expertise, including knowledge of products procedures, service, system and frameworks
  • Ensure compliance within FCA guidelines

Required Skills:

  • Proven track record of leading a successful Customer Service teams
  • Excellent Negotiation and Communication skills
  • Ability to build and maintain positive relationships with Key Stakeholders
  • Ability to demonstrate leadership skills and a positive contribution to a customer centric contact centre
  • Ability to demonstrate a flexible and co-operative approach towards changing business needs
  • Extensive Contact Centre Management experience from a high volume B2C operation
  • Positive 'can do' attitude
  • Highly self-motivated and performance orientated individual capable of building and managing a successful customer focused operational function
  • In-depth knowledge of regulation governing contact centres including DPA, TCF and Equality Act

This is a full time, permanent position offering circa £55,000 per annum (depending on experience). The operational hours are 09:00am - 18:00pm, Monday to Friday, 40 hours a week.

Contact Gemma Lawrence at Meridian on 01722 328038 / 07876 250447 or email glawrence@meridianbs.co.uk to apply and find out more.

Meridian Business Support is acting on behalf of our Client as a Recruitment Agency.

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