Latest Jobs – Head of Customer Services – McLean Ross

Utilities Midlands £70,000  – £75,000 Our client are a leading utility across Europe, based in the midlands. They provide outstanding service with a friendly touch, excellent value and an attractive […]

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By george marshall

Utilities

Midlands

£70,000  – £75,000

Our client are a leading utility across Europe, based in the midlands. They provide outstanding service with a friendly touch, excellent value and an attractive range of new service offerings for business customers. With a fresh approach to billing, meter readings, they have a great reputation across the utility sector. Due to the this great reputation, it has allowed for a new position in the Billings, Metering and Settlements team to head up the Customer Service team.

Responsibilities

  • A strategic leadership role with responsibility for designing and developing customer service and resource planning strategy, principals and governance.
  • Responsible for the delivery of exceptional customer service through the senior leadership of the management team and large teams of front line and back office agents.
  • Overseeing the forecasting and budgeting processes for the customer service function as well as ongoing real time management of the contact centre.
  • Expected to operate as the site leader when the COO is not onsite and be responsible for site issues.
  • Responsible for driving visibility of the business strategy within the customer service function.

Essential and Desirable Skills

  • Degree level qualification required
  • Strong finance and commercial acumen and detailed understanding of our business and industry
  • Adept at operating in ambiguity and stepping outside the status quo
  • Confident in making bold decisions weighing up risks & benefits for the greater good
  • Previous experience in leading high performing customer service teams within a complex and flexible operational environment including management of large number of managers and front line employees
  • Budget management and the development/analysis of management information
  • Highly developed communication skills to drive behavioural and performance improvements

For more information and to apply, please send in your CV into [email protected] or call in to hear more about this exciting opportunity on 02074488599