Director of Learning & Quality (Contact Centre - Customer Service)

£85000 - £105000 per annum
London
London
Permanent
EE (Everything Else)
091120MC
CCP (formerly known as Contact Centre Partners) has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business. We're proud to support many of the worlds best brands, helping them source talent, embrace diversity and build inclusive workplaces.

We're delighted to be supporting our fantastic client who operate as a challenger brand within financial services, positively disrupting an archaic industry; they are looking for a Director of Learning & Quality for their global contact centre operations managing customer service.

About The Role
We are looking for an innovative, bright, and enthusiastic individual to help build and lead our clients' Global Training & Quality team. Reporting to the VP Customer Operations, the Director of Learning & Quality requires a go-getter spirit, the ability to work independently and experience working with and managing a remote team. This is a brand-new role, so we're looking for someone who has the ability and experience to make an immediate impact. Our department is fast-paced and ever-changing so the right candidate will be energised by the challenge that this presents.

The Ideal Candidate
The ideal candidate will have hands-on experience leading and developing people; creating customer service training programs from scratch; be well versed in quality assurance practices and processes; have project management experience; know what it takes to build and maintain an awesome work culture, and love customer service more than chocolate (or any other vice).

This role will be based from home at present due to the COVID-19 pandemic and the interview process will be completed digitally. Once the world returns to a new normal (whenever that is) this person will be required in our clients' London office 2-3 days per week, with the ability to WFH 50% of the time. There will be occasional travel to their offices overseas, but this wouldn't be more than 1-2 times per year.

This process will be moving quickly; please apply via the relevant links if you have the relevant experience and Mark Conway at CCP will respond to your application ASAP. Thanks, and good luck!

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