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Head of Service Support/Contact Centre

Quarsh
Job LocationKenn, Clevedon
EducationNot Mentioned
Salary65,000 - 70,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Are you an experienced leader within a Customer Service or Contact Centre organisation who thrives on delivering outstanding levels of serviceGlide Group is growing rapidly; expanding its footprint across the UK and into Europe, building original ways for our customers to connect. We are specialists in delivering market-leading, super-fast broadband and utilities, and provide reliable solutionsfor students, residential developers and businesses.We currently have an exciting opportunity for someone who has the passion and drive to continuously improve services delivered to our customers. Experienced in driving new processes and efficiencies, you will demonstrate your leadership skills to motivateteams and drive change across the organisation. Travel to our sites in Birmingham, Clevedon and Stoneleigh will be required to enable you to gain a full strategic view of operations.Key areas of responsibility will include:

  • Management of all contact centre/Service Desk activities. Ensuring all customer cases are responded to and resolved within SLA and to the customer satisfaction.
  • Responsibility for planning resource capacity and capability across a 24x7 support operation to meet customer demands, SLAs and KPIs. Overseeing all activities and tasks needed to maintain a desired level of service excellence.
  • Ensuring that the appropriate and effective communications are in place for all stakeholders ensuring escalation routes are clearly defined and well managed internally and with customers and suppliers.
  • Service Design & Service Transition: in conjunction with the Product and Project Delivery Team, align support services with our strategic goals, infrastructure and changing business requirements. Ensuring that the transition of new services to support andany changes to existing services and processes, are carried out in a coordinated manner with impact understood, and managed, across all areas.
  • Ensure that the appropriate support processes and service agreements are in place to meet our contractual commitments, including disaster recovery and business continuity processes and procedures for support operations.
  • Financial Management: work with the COO on developing and refining Service Support budgets & analysing financial performance.
  • Team Leadership: Define team roles & responsibilities to meet customer needs ensure effective recruitment, mentoring, performance, reviews, learning and development.
  • Working with the Head of Customer Experience to build and nurture a culture of continual improvement across the team. Using customer feedback, data, and metrics to identify improvements, reduce waste and focus on value demand. Identify and directly manageor oversee improvements to process, service and the customer experience.
You will be able to demonstrate:
  • At least 5 years experience leading teams within a Customer/Support Operations environment.
  • Experience of the ServiceNow platform.
  • ITIL Certification (Foundation minimum).
  • Experience in successfully identifying and mitigating risks.
  • Effective stakeholder management.
If you have the skills, experience and drive to succeed in this role please apply now.

APPLY NOW

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