Job Vacancy Details
Head of Customer Service
Retail Financial Services
Edinburgh - Permanent
Temp ⁄ Salary of up to £80k plus 20% bonus plus car plus pension plus private medical plus 27 days holiday
Updated May 2, 2012
The job holder must be able to build a Customer Service capability within the organisation that combines a blend of both commercially focussed operational management with excellent Customer experience skills. The holder of the role must then deliver a clear Customer service Strategy that produces a step change in our operational processes, Sales conversion, costs and SLA delivery whilst at the same time continuing to deliver a high quality customer service experience.
Developing a longer term strategy for Service Centres within the organisation that will support the continued growth of the Internet as a fulfilment channel and provide a future proofed flexible model.
Influencing senior stakeholders across joint venture partners as well as our third party providers to ensure their support, but will most importantly need to galvanise the organisations team behind the Customer Service strategy.
The success of both the ongoing and strategic service improvements will be measured through an external mystery customer measure which will be a key measure for this role
KEY DIMENSIONS
• Develop a high performing team with the necessary mix of skills to deliver across all of the aspects of this role
• Develop a Customer service strategy that moves the business forwards from both a Sales and Customer service perspective
• Evaluation of the Customer journey and all customer touch points to bench mark against competition
• Work with third party providers to ensure service standards are met and a continuous improvement plan is in place
• Evaluate operational models utilised by outsourced providers and provide challenge to costs based on experience of other outsourced models
• Take ownership for achievement of mystery customer target across all customer service areas and continue to evaluate against competition and parent company standards
• Be confident in communicating our customer service strategy across a wide audience , both within the organisation and third party providers
• Establish strong collaborative working relationships with Products and Distribution teams
• Ownership of both Customer service budget within product P&L's and MCM budget and Risk Management
• Ensure compliance with FSA returns regarding Treating Customers Fairly and Financial Ombudsman dealings in terms of customer complaints resolutions and identified service improvements.
Who we're looking for
• Degree level education
• Previous experience of managing an outsourced customer service operation
• Leadership and customer centricity
• Experience at a senior level of operational management of a telephony based sales force across multiple sites
• Proven ability to build a high performing team
• Evidence of a high level of strategic thinking and planning
• Strong relationship & stakeholder management skills
• Strong influencing, negotiating & networking skills - experience of building relationships with third parties and parents, to influence beyond direct authority as part of outsourced business model
• Project management skills in complex multi-functional projects
• Excellent leadership and interpersonal skills
• Ability to think strategically but translate this into deliverable plans which drive the business forwards
• Prepared to challenge and to manage conflict, at senior levels internally and externally, and to be the "customer champion" for the business
• Analytical & conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy
About our client
Edinburgh based Retail Financial Services organisation offering credit cards, loans, savings, ATMs, Foreign Exchange and a wide range of insurance products
What's on offer
Salary of up to £80k plus 20% bonus plus car plus pension plus private medical plus 27 days holiday
Michael Page Contact
For further info, apply or phone on 0141 331 7900.
Job Ref: 13221530
Your application will be sent to Graham Burns.
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