Head of Customer Service

HEAD OF OPERATIONS (CUSTOMER SUPPORT/EXPERIENCE, CHANGE MANAGEMENT, BPR AND REPORTING)

The purpose of this role is to provide strong leadership and people management to ensure that the Operations department is able to operate efficiently, effectively and deliver on key strategic goals.

The Head of Operations will be responsible for ensuring that the team managers are maximising the performance of their teams and overall department performance is in line with set KPIs. They will manage the continued performance management and development of the overall department.

RESPONSIBILITIES

- Oversee the implementation of new systems and processes, in line with customer services objectives.
- Provide strong leadership and people management, to ensure that strategic goals are achieved.
- Ensure that overall departmental performance is in-line with set KPIs.
- Work as part of a project team and take a pivotal role in change management activities.

YOUR BACKGROUND

- Proven background in improving the customer experience
- Operations management where your teams deliver to set SLA's
- Influencer of change management
- Lead representative in review, recommendation and implementation of companywide operating model, system and work flow changes.
- Budget Management
- Strong people management experience.
- Experienced in helping to deliver projects with some formal project management credentials, eg PRINCE2, preferred.

Previous roles might have been Head of Customer Support, Manager of Operations, Change Manager

This role is commutable from Cirencester, Oxford, Bath, Bristol, Hungerford and Chippenham

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OUTSOURCE. OUR PEOPLE. YOUR SUCCESS.

Outsource UK is one of the country's largest and most successful independent recruitment consultancies, specialising in the IT, Digital, Financial Services and Engineering sectors.

We recruit talented people for contract and permanent opportunities, offer a consultative approach and have a reputation for providing a superior service to both clients and candidates.

The business focuses on building long lasting relationships based on reliability and trust. We do this by hiring and retaining a great team of recruitment consultants who listen and understand our client's and candidate's needs.