Head of Contact Centre Operations

Salary:£100,000 - £120,000
Job Type:Permanent
Logistics:Hybrid
Location:Buckinghamshire
Division:Customer Operations
Ref:766565MC
Posted:03.07.24

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About The Job

CCP are delighted to exclusively partner with a market-leading customer centric brand, who are expanding due to exceptional business performance. CCP are partnering with our client as they look to recruit a new Head of Operations which is a newly created role due to business and operational growth. This is a hybrid role, requiring one-to-two days a week on-site in Buckinghamshire.
 
+ Are you an inspirational leader of people?
+ Do you have experience of managing a contact centre within a regulated environment?
 
About The Role
 
Our client are growing, fast, and they have an incredible track record for wowing their customers with the service that they deliver. As a result of their teams continued growth, they have created a brand new role, and are looking for a Head of Operations who will control and lead the multi-channel contact centre operation which operates in a hybrid capacity for all staff. We are looking for an inspirational leader who loves coaching and developing their people. We also need someone who can help design and deliver business transformation, as our client are constantly evolving, as they look to improve operational efficiency and deliver an effortless and world class customer experience. 
 
Duties & Responsibilities
 
This exciting role has a number of key responsibilities:
 
+ Lead, mentor, and develop the Operational teams to ensure high performance and professional growth.
+ Develop and oversee loyalty initiatives to retain customers and improve satisfaction.
+ Promote a culture of continuous improvement, innovation, and efficiency within the operations department.
+ Implement best practices to enhance departmental performance.
+ Oversee the delivery of daily sales in accordance with sales targets.
+ Establish effective communication channels with internal stakeholders.
+ Present comprehensive statistics and reports to Senior Leadership, providing strategic insights.
 
Salary
 
This role is paying a basic salary of £100,000 to £120,000 DOE.
 
Experience Required
 
To be considered for this brilliant opportunity, you must have the following experience:
 
+ Leading a contact centre operation with an FTE of 100+
+ Managing a multi-channel customer contact operation
+ Running an operation within a regulated environment
 
This opportunity is being exclusively recruited for by CCP and is being managed by Mark Conway.
 
If this role is of interest and you feel you have the relevant experience, please apply online and we will aim to respond to your application within 48 hours. If you would like to know more about this exciting opportunity before applying, please email mark@ccprecruitment.com.
 
About CCP
 
CCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2010 we've built an incredible reputation for successfully collaborating with people and delivering great service. We focus on partnering with clients and immersing ourselves in their brand when they’re searching for experienced, culturally aligned talent. We're proud to support hundreds of customer centric brands; many instantly recognisable, some lesser-known startups. In addition to searching for talent as a recruitment partner, we also help clients build their candidate attraction and employee retention strategies.

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