Senior Head of Customer Service

Job Ref: DJHC4283
Job Title: Senior Head of Customer Service
Location: Yorkshire
Salary: Up to £120k salary + car + 20% bonus
Employment Type: Permanent

I am looking for an enthusiastic and energetic Senior Head of Customer Service, who has experience of driving results for the customer across Customer Experience and managing in house and outsourced operational teams. This role will also be responsible for kick starting a digital transformation programme.

This is a fantastic opportunity to make a huge impact and drive large scale change across Customer Experience and digital!

Responsibilities:
• Reducing customer contact and driving Customer Experience quality and focus
• Facilitate a channel shift from voice to digital
• Understanding the customer base and reasons for calling by properly utilising data
• Deliver overall change and improvement to the Customer Service function
• Deliver end to end Customer Experience improvements by working cross functionally over all business areas
• Drive performance by effective people Leadership and stakeholder management
• Build a fit for purpose customer strategy that will significantly increase Customer Service and the overall Customer Experience

Key behaviours:
• Enthusiastic and energetic
• A change agent
• Self-starter, resilient, focused, a real achiever of results
• Excellent stakeholder management skills
• Excellent influencer at all levels
• Engaging leader – able to communicate at all levels
• Excellent understanding and customer journey mapping and customer experience

If you are interested in applying for this position, you will need to have a proven track record of driving performance teams in a complex contact centre and customer experience environment.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.