W1siziisimnvbxbpbgvkx3rozw1lx2fzc2v0cy9nzxjqzs9qcgcvam9ilwjhbm5lci5qcgcixv0

Head of Customer Operations

  • Location

    Bristol

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £85,000 - £90,000

  • Consultant:

    #

  • Email:

    ageorge@merje.com

  • Job ref:

    AG/16168

  • Published:

    about 1 month ago

Job Description:  MERJE are delighted to be representing one of the most prestigious and envious brands within their market.  While they continue to push the envelope on customer journey and service expectations they are looking to bring in a new Head of Operations to oversee and ensure that they CX across these rapidly growing business is measured, executed and developed to perfection.

Key responsibilities include:

Currently working across a 400 FTE (which is and will expand) you will be responsible for all internal operational customer touch points insuring that the future proofing of the business is wrapped up in its promises to deliver unparalleled customer experience through all points and divisions of contact. Sales, Service, Maintenance, Complaints, Retentions, Collections, and so on and so.

You will have autonomy over the ongoing structural development of the teams, professional development, staff engagement, mentoring and leadership programmes:  You will tap into all major stakeholders to put together an entire picture of VoC, NPS, SLA and other important and measurable factors.  Using this data to drive your designs in change and improvement.

Previous experience and qualifications:

To be successful you must be able to articulate and evidence your experience and achievements at a similar level within the contact centre world.  It would be advantageous for you to be able to discuss your direct impact on Operational customer outcomes.  A background in a regulated or specifically Utility lead market would be highly desirable too.

Please get in touch for immediate conversations and interview