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Customer Operation Director – Doncaster

by • January 10, 2019 • Call Centre JobsComments (0)67

Customer Operations Director – FinTech – £90,000 – £130,000 + Outstanding Benefits– Doncaster

RDE / 16479030

About the Client:

My client has a rapidly growing presence in the UK market and is one of the leading organisations in its field.

As part of a drive to deliver outstanding Customer Experience they are currently seeking an experienced Customer Operations Director to lead their multi-channel customer contact delivery through an established contact centre.  They are currently driving their business through a 3 year plan that will also mean that they could expand operations with the establishment of a second contact centre and an a fresh digital approach to customers – this individual will be key in delivering this strategy successfully.

About the Role:

This is a varied role and you will initially develop and drive contact centre strategy and operational delivery through a diverse team.

Other aspects of the role include.

  • Leadership of a team of direct reports and development of a team delivering customer services (c.200+ FTE) within an SME and B2B marketplace
  • Development of contact centre strategy including improving the current multi-channel strategy and digital innovation
  • Promoting a culture of customer excellence and continuous improvement
  • Accountability for P&L and making the contact centre network a profit centre
  • Innovation around services and delivering new profitable service streams
  • Extensive stakeholder management exposure and the need to understand delivering world class Customer Experience and Employee Engagement

What we’re looking for: 

An outstanding Customer Service / Operations Director who can drive a fantastic business to the next level – profitably and by putting customers, staff and service delivery at the heart of everything that they do.  Your experience will include

  • Experience of running contact centre operations and developing digital solutions
  • Ideally a track record of successful business operations management gained from an entrepreneurial fast paced business
  • Extensive experience of customer, partner relationships and account development, coupled with the strategic development of additional propositions
  • Full understanding of P&L, budget setting and commercial management
  • A collaborative leadership style
  • Experience of delivering change and continuous improvement

About the Offer: 

£90,000 – £130,000 + Outstanding Benefits

Contact:

Rob Dermott, Director on 0161 234 0354 or customer.contact@psdgroup.com

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