The Role: Customer Services Service Delivery Manager
Contract: Permanent / Full-time
Salary: £52,000 – £66,000
Location: Remote (Burnley)
We have an opportunity for an individual to join our client’s Customer Services senior leadership team. This is an exciting role for an ambitious, highly professional and experienced operations leader with demonstrable experience in running at least a medium (200+ seats) sized contact centre with multiple clients, multiple KPIs, multiple access channels and operating across multiple locations.
You are ideal for this role if you understand what good customer service is today and have a vision for how it will evolve in the next couple of years and beyond, embracing new technologies; ideas and approaches to best serve and satisfy customers and clients. Alongside this, you will work with other senior managers to evolve best practices to deliver high quality and cost-efficient service.
Responsibilities:
- Shaping and refining our client’s strategy; identifying key activities and priorities.
- Developing our client’s market proposition.
- Supporting new name sales activity.
- Overseeing the onboarding of new clients.
- Overseeing service delivery of our client’s existing client base, setting and managing performance targets and ensuring staffing levels are met and managed.
- Planning and monitoring budgets in accordance with governance processes.
- Ensure business continuity and recovery requirements are highlighted to the Head of Customer Services.
- Establishing a strong culture of continuous improvement.
- Implement and communicate operational strategies and solutions in line with the business plan.
- Ensure that operational risks are identified and controlled across the service.
- Monitoring performance against budget, annual profit and cash targets.
Requirements:
- Educated to degree level or an equivalent level of experience.
- Professional qualification or an equivalent level of experience.
- Knowledge and experience of Omni-channel contact centres.
- An in-depth service delivery background, preferably in a commercial outsourced environment.
- Sector-specific service delivery expertise.
- Experience in improving performance in a service environment.
- Sound problem solving and decision-making skills.
- Excellent verbal and written communication skills.
- Knowledge and experience of the technology platform Genesys would be highly desirable, or some other similar leading platform as recognised by the Gartner Magic Quadrant for Contact Centre as a Service.