Customer Service Director, Buckinghamshire: The successful applicant will report directly to the Managing Director, working closely alongside other business Directors. The Customer Services Director will work collaboratively with business division leaders across the group and be part of the Senior Leadership team.

Client Details

Customer Service Director, Buckinghamshire: My client is a market leading company offering a wide, and diverse, range of services & activities to households, businesses and public sector organisations. The business is growing rapidly and the successful candidate will take a strategic lead to ensure that the customer is at the heart of all future decisions.

This SME business has circa 75 people working for them and is keen to invest in its people and allow them to grow and develop their skills in a fast paced commercial environment.

Description

Customer Service Director, Buckinghamshire:

Responsible for setting the strategic direction of the directorate to meet the customer service needs of the business.
Planning and managing all the resource requirements of the customer service / contact centre at the heart of our growing and varied programmes.
Assessing the commercial viability of on-going and future operations, whether these be in-house or outsourced, ensuring these consistently deliver value for money to the business.
Create and maintain a stimulating environment for the team to ensure good staff retention and motivation
Continuous monitoring of the business requirements across all the projects and programmes, including scheduling the team rota, and managing availability to deliver the services required by the programme SLAs / KPIs
Manage the call centre software and interpret and act on call centre data to provide a continually high standard of service
Work with other senior team members on project delivery development – creating process maps, staff allocation, scoping system requirements, scripting and training, and contribute to costing and bid writing
Develop and maintain a deep understanding of our schemes, be fully immersed in the processes and targets, and enable the team to adapt to changing requirements and priorities
Take responsibility for the recruitment, training and development of the team to ensure that they can provide the breadth of service required by our programmes
Continuously optimise the customer journey through process mapping, data collection and helping to spot opportunities
Manage "customer experience", including hold times and IVR messaging, answer phone service, call routing, online referral and email management and team optimisation
Liaise effectively with the programme managers and other team leaders to ensure all our programmes have a good customer service experience as well as deliver on targets
Able to cope and excel in a dynamic senior management team environment
Ultimately responsible for complaint resolutionProfile

Customer Service Director, Buckinghamshire: This is a senior management role responsible for the planning and day-to-day running of the customer service and contact centre team who deliver the telephone and online-based customer-facing aspects of the company's varied services and activities. This is a varied, busy role with wide-ranging responsibilities and lots of opportunity to influence the future direction and performance of the company.

This is an office based role and so you will live locally and be able to commute on a daily basis. Parking is not available on site, although fairly inexpensive public parking is available very close to the office.

Highly desirable skills:

5+ years of senior managerial experience of customer service teams/contact centre in a reasonably high-volume environment
Proven experienced coach, motivator, trainer, and performance manager
Experience within social housing, property or energy is useful but not essential
Managing remote, 3rd party operations
Good systems skills with a keen interest in implementing and rolling out new systems
Strong financial and commercial skills
Experience of working is small or medium sized businessJob Offer

Salary of circa £40,000 to £50,000, 23 days holiday + bank Holidays + other attractive benefits