Head of Customer Operations - Michael Page Business Support : Job Details

• Head of Customer Operations
• Leading the Operation & CX programme across the group
• £65,000 - £75,000 plus package
• W.Yorkshire based with travel. Successful candidate will be within a 1 hour commute

Client Details

Page Group are delighted to be partnering with a true industry leader on a global scale, who are now looking for a Head of Customer Operations following impressive growth across the Group.

This role will form part of the SLT and be responsible for all Customer and Client Service activities to a wide customer audience on both a B2B and B2C scale

This role is based in W.Yorkshire but will require regular travel to other sites and will require a flexible working approach. Some Hybrid working may be available in the near future

Description

• Overall responsibility for Customer Operations function across multiple sites including 4fte direct reports
• Own and deliver the CX strategy across the group with an aim to provide world class service to customers and clients, across multiple channels
• Manage and allocate resource to meet and exceed customer demand, using all available data to make informed decisions, taking into account Peak Period, Customer and Client Behaviours and market conditions
• Manage Service Level Agreements with clients to ensure customer satisfaction is achieved and exceeded, mitigating any forthcoming blockers and proactively managing issues
• Manage relationships with external service partners, ensuring performance metrics are achieved in line with contractual agreements
• Work closely with key stakeholders across the customer journey and customer supply chain to identify areas for positive change and improvement that increase customer satisfaction, efficiency, lead times and cost
• Embrace technology and new systems to support business wide objectives

Profile

• Experience leading a complex customer operations
• Experience working with customer contact systems including implementation (Desirable)
• Continuous and Process Improvement experience
• Strong communicator and people leader
• Experience delivering business objectives in line with strategy

Job Offer

The Head of Customer Operations is a fantastic opportunity to join a Global Industry Leader.

Based in W.Yorkshire - the successful candidate will be based within a 1 hour commute or plan to relocate prior to taking up the role.

There will be requirements to travel in this role - The Successful Candidate will need a Full UK driving Licence

Very Generous package (to be disclosed during process)

Base salary of £65,000 - £75,000 plus Bonus