Head of Field Operations

Job Ref: DJHC4310
Job Title: Head of Field Operations
Location: South East with national travel
Salary: Up to £90k salary plus benefits
Employment Type: Permanent

I am looking for a talented Head of Field Operations for a global organisation. This role will involve significant UK travel.

You will take operational responsibility of the field based service team, embedding a ‘sales through service’ culture and driving Customer Experience aligned to the brand ethos and values.

Responsibilities:
• Manage a field based team of approx. 150FTE located across the UK
• Aligning the performance of service operation to provide maximum Customer Experience outputs
• Embedding a sales through service culture and creating additional revenue streams for the business
• Be accountable for the performance of the field based operation ensuring efficiencies are maximised
• Significant Employee Engagement facilitating new performance, Customer and commercial strategy delivery

Key requirements and behaviours:
• Demonstrable experience of successfully motivating and engaging field based teams across large geographical areas (national would be an advantage)
• Experience embedding and driving behaviours that are aligned to brand values
• Proven ability of driving large teams to maximise revenue and promoting the identification of sales opportunities
• Experience of successfully leading and motivating operational teams significantly increasing Employee Engagement
• Customer centric having spent significant time contributing to company-wide customer agendas and advocating Customer Experience excellence
• Extremely performance focused
• Strong commercial acumen
• A driver of change
• Peoples person being able to effectively build credible relationships at all levels
• Continuous improvement mindset
• Continuously striving for excellence

If you are interested in applying for this position, you will need to have a proven track record of managing diverse field based teams in a customer service environment in very customer centric cultures.

You will need credibility to influence change at a senior level and be very performance and outcome driven. Experience working for a branded organisation is a must due to the realignment to the brands ethos and values.

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.

Head of Operations

Job Ref: DJJM1266
Job Title: Head of Operations
Job Location: Norwich
Salary: up to £90k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is with a successful organisation operating within an evolving market sector. The post-holder will play a pivotal role in improving service delivery across the business. Working as part of the senior management team you will input into future strategy and development, drive continuous improvement and deliver an enhanced operation by fully engaging your colleagues.

Responsibilities will include:
• To ensure a first-class customer experience in all interactions
• To review and enhance customer billing strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Provide lead on change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of billing operations, developing and delivering customer engagement programmes, have a good understanding and passion for new technology and customer interaction channels. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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.

Follow us on Twitter @callcentrejobs1

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.