Head of Complaints/Complaint Manager (Contact Centre)

Job Ref: DJMA1802
Job Title: Head of Complaints/Complaint Manager (Contact Centre)
Location: North East
Salary: to £65k plus bens
Contract: Permanent

This is an opportunity for an experienced customer contact centre professional to help deliver a wide reaching cultural transformation and a more customer focussed, efficient and performance focussed complaints management function for this well known business.

Leading a large contact centre inhouse and outsourced operation, you will work with your team to win the hearts and minds of the team and drive continuous improvement across process and people. There is significant change to come and this role will require someone who is used to developing and embedding transformation change which positively impacts your people and your customers.

You will define the Customer Experience in line with the requirements to reduce customer effort and maximise speed to resolution
Translate customer insights and performance metrics to develop a department improvement plan
Monitor performance and measure critical processes to clearly demonstrate how targets link to business plans and any areas that need to be addressed or improved
Ensure that all work areas are aligned with legal and regulatory constraints
You’ll provide leadership and direction to a team of Service professionals empowering them to show great leadership skills and deliver for the business
Improve customer experience through the adoption of digital capabilities (i.e. web chat, online tracking)
Deliver the strategy that effectively balances customer requirements with operational efficiency
If you are interested in applying for this role, we will be looking for an experience Head of Customer Contact and or Senior Manager, with experience of managing complaints teams in a regulated environment. A proven change manager, you will have evidence of delivering large scale change and business transformation.

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.