Customer Services Business Advisor

CUSTOMER SERVICES BUSINESS ADVISER/CONTACT CENTRE OPERATIONS MANAGER/CONTACT CENTRE SUBJECT MATTER EXPERT - 12 MONTH FTC

One of Britain's best known retail brands are currently undertaking one of the largest retail programmes to replace their current E-commerce multichannel site and related systems in order to improve their overall consumer reach. As part of this programme, the current customer services solution is being replaced by a suite of applications to cover almost all aspects of the Contact Centre processes and enhance performance of their service and the core functions that facilitate the delivery of this part of the programme including; training, reporting and knowledge management.

The contact centre team will be one of the biggest groups impacted by the number of system changes being made through the multichannel programme which launches Spring 2014. To support this, they are looking to expand their team within this programme.

With this in mind, I am looking for individuals with commercial operational experience gained within a large-scale blue chip Contact Centre, Call Centre, or Customer Services environment, and with expert knowledge and insight into contact centre functions, (such as finance processes, audit, white-mail, post-room, goodwill). The person I am looking will have managed large-scale contact-centre operations and will have been involved in process change across contact-centre operations. This role is a subject matter expert role - and you will be required to protect the interest of the customer and ensure the operations journey makes sense from the business and the consumer perspective and working closely with IT to enable the right processes to be put inplace to provide exceptional customer experience.

If you have the experience I am looking for and would like to learn more, please do email me with your most up-to-date CV.

WE ARE ACTING AS AN EMPLOYMENT AGENCY.