JOB TITLE: Headof site/department/centre/contact


Industry : Commercial & Finance Job Location : Swansea
Job Reference : 9043 Job Category : Call Centre and Customer Service
Employment Type : Permanent Posted : 07/11/2012
 
Salary & Benefits : Excellent package £8500 car all
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

Head of Site Swansea £70-£80K basic £8500 car allowance + 25% bonus + extensive other benefits. The Role We are currently looking to recruit a head of department to lead our client's call centre, you will be reporting to the Director of Customer Contact Management. Based in Swansea the technical support call centre is the flagship telephone support centre for our client in the UK, and has room for about 1200 agents, with the current numbers sitting at around 900 mark.


Job Description

Head of Site
Swansea
£70-£80K basic £8500 car allowance + 25% bonus + extensive other benefits.
The Role
We are currently looking to recruit a head of department to lead our client's call centre, you will be reporting to the Director of Customer Contact Management.
Based in Swansea the technical support call centre is the flagship telephone support centre for our client in the UK, and has room for about 1200 agents, with the current numbers sitting at around 900 mark.
The key for responsibility for this role is to provide leadership to implement a change in the mindset of the current call centre staff. The current employees have been TUPE transferred across from an outsource company and will all now work for our client.
This cultural change from the outsource companies values of taking 100 calls day with a maximum of three minutes spent with a customer before escalating the issue, to our clients values of unbelievable customer service and excellent experience is the fundamental responsibility of this role. The client is focused around improving KPI performance especially their current Net promoter score (NPS). Successful candidates will be required to develop and implement the company s customer management strategy and have overall responsibility for leading, developing and motivating the Centre to achieve its quantitative and qualitative (NPS) performance targets.
The candidate
We are looking for a charismatic leader who is obsessed with increasing the customer experience.
Suitable candidates will have prior experience of leading a large call centre and achieving increased NPS scores and overall KPI performance. Candidates who have previously led a transformation in culture from an outsource company perspective top that of a customer focused client would be warmly received.
*Extensive experience at senior level of managing several customer-focused teams within a multi-skilled environment.
*Preferably, strong track record in the communications industry.
*Significant experience of managing departmental budgets.
*Reasonable experience of contributing to and delivering customer contact strategy.
*Expert interpersonal, communication and presentation skills.
*Excellent decision making skills.
*Strong influencing and negotiating skills.
We are happy to consider any candidates who wish to relocate to the area and the costs of this relocation will covered by the company.
The company
Our client is a leading UK organisation with a brand name that is recognised globally for its commitment to customer satisfaction and innovation in the market place. The client is committed to recruiting people who are energetic and fun loving, who like to think outside the box and like to go that extra mile to ensure customer satisfaction and experience.
The Package
£70-£80K basic £8500 car allowance + 25% bonus + pension +private health+ extensive discounts on a range of products and services.

Bluefire consulting is an employment agency acting on behalf of the client company.


Job Keywords

Head of, Call centre, contact centre, telecoms, sales, manager, director, NPS, leadership,



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Call Centre and Customer Service recruitment on a UK wide basis.

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