Customer Service & Operations Unit Leader


Join us as a Customer Service & Operations Unit Leader

  • This is a great platform to advance your career and showcase your extensive leadership skills
  • You’ll be leading and motivating the people in your unit to deliver outstanding customer experiences and successful business outcomes
  • Joining a highly regulated environment, you can expect to enjoy an engaging and fast-paced environment, as well as considerable stakeholder interaction
  • Your working hours will generally be between 8am-8pm, although we'll need you to be flexible with this on some occasions

What you'll do

You’ll be overseeing the smooth running of your unit, creating and embedding a high performing culture of customer obsession, driven by a passion for exceeding customers’ expectations. You'll be joining a manufacturing environment, in a unique operation where we process millions of pounds of cash.

Day to day, you’ll be:

  • Translating and implementing high level strategic plans into a series of achievable goals, objectives and priorities
  • Driving the delivery of an outstanding customer experience, proactively improving service and sales figures through effective performance management
  • Providing real-time support to our contact centres, proactively identifying barriers to performance, managing improvements and sharing best practice
  • Managing the relationship between your unit and other business areas, making sure that business impacting incidents are dealt with in a timely manner and cause minimal disruption
  • Driving and measuring function and colleague performance to recognise success and identify and address development areas
  • Making sure that colleagues have the tools to fulfil customers’ needs, implementing continuous improvement activity initiatives that improve efficiency across the business

The skills you'll need

To join us in this role, you’ll need manufacturing experience, extensive leadership experience and a proven ability to deliver outstanding results through others.

We’ll also be looking for you to demonstrate:

  • Strong communication, interpersonal and people management skills
  • Experience of leading and implementing change and managing projects
  • A strong customer focus and experience in customer service delivery techniques
  • The ability to work in a fast-paced environment, managing multiple challenges simultaneously
  • The ability to identify operational inefficiencies and provide practical solutions
  • An understanding of a contact centre environment and its various components and roles

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Job Overview

Date Posted:

Posted 2 weeks ago

Expiration Date:

09/04/2020

Location:

Manchester

Salary:

Competitive

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