Job Ref: DJKG1304
Job Title: Global Head of Customer Service/Customer Service Director
Location: Swindon (Reading, Oxford, Gloucester borders) Wiltshire
Salary: £70k to £90k
Permanent: Monday to Friday with some flexibility
I am looking for an entrepreneurial Head of Customer Service/Customer Services Director that has experience working to an agile methodology within a fast paced and changing environment. You will oversee the UK and International contact centre though will be based in the UK and report into the CEO.
This is a pivotal role within this organisation. The main remit for this role is to reshape and upgrade processes, procedures and systems of the busy contact centre along with looking at training and development within the team.
• Accountable for the development and implementation of a clear Customer Service Strategy
• Responsible for working closely with other areas of the business with the internal stakeholders
• Accountable for the delivery of a customer focussed booking and digital system developments
• Responsible for the NPS customer satisfactory scores across all areas of customer experience
• Accountable for profit and loss budgets across the global service team
• Accountable for the business metrics (KPI’ s) to make informed decisions
This is a fast paced customer focused company that though not a start-up does have elements of this as it is growing fast. Someone that has had experience in implementing and owning customer strategy process would be ideal for this role. This is an energetic, fast paced and innovate company. Ideally someone from the travel industry is desirable.
To apply for this position please forward a copy of your CV to: firstname.lastname@example.org 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.