Head of Contact Centre

Job Ref: DJMA1771c
Role: Head of Contact Centre
Location: South East
Salary: £50-60,000 base salary dependent on candidate plus 15% bonus and bens
Job Type: Permanent

An opportunity to join a growing online and ecommerce business for an experienced senior customer contact centre leader. Using your skills and expertise you will help guide and develop this contact future growth strategy and delivery of day to day operations. The business and contact centre are experiencing year on year rapid growth, developing their employee and customer experience strategy.

You will work with the senior stakeholders, a team of experienced, energetic professionals from the retail, online and ecommerce market place to identify and understand the voice of the customer, developing root cause analytics and trends, you will be able to prepare and present continuous improvement to eradicate and smooth any potential customer issues and drive customer and employee performance.

The business is growing 30% year on year and as such expectation around the development of their recruitment, onboarding, training, retention, tools and technologies to ensure a continued exceptional customer service is high.

As a rapidly growing business, although this is a senior leadership position, you will also be hands on and highly visible across both the customer contact centre and wider operation.

If you are interested in applying for this position you will need a proven track record of working within an online, retail, ecommerce environment and a good idea of growing and scaling a customer operation including development of process, tools and technology.

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.