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Job Vacancy Details

Head of Customer Services Change Programmes

Business Services

East Midlands

Permanent ⁄ £45000 - £50000

Updated August 12, 2008

Join this international Business Services Co as Head of Customer Services Change Programmes within their Corporate Consultancy team based in East Midlands. You will define and establish market leadership strategies for the Contact Centres which are delivered through a carefully designed and developed change programme which contain a clear portfolio of projects. Communication of these strategic plans to all key audiences and the planning and securing of the necessary change budget is critical.
As Head of Customer Services Change Programmes you will beinstrumental in the redesigning and setting up of the new blue print for how the contact centres operate; optimising the use the automated channels available and the exceptional Customer Experience required to create long term sustainable differentiation.
Challenges include the delivery of a significant amount of strategic change in a short period of time which will be regarded as Customer Orientated, value added and in a financial climate where obtaining budget approvals has become a major challenge. The delivery of this change will be through a team with a limited number of resources.

Who we're looking for
Qualifications expected include PRINCE 2 - registered Practitioner level and a Business Degree
•A sound working knowledge of programme/project management methodologies.
• Hands-on experience of managing large-scale projects with proven results, within country for a local or regionally driven set of requirements.
• The ability to establish strategies and create a long term vision for the strategic programmes
• Sound working knowledge of strategic planning process
• Excellent understanding of operational processes and commercial drivers
• Strong management and inter-personal skills
• Excellent analysis and problem solving skills
• Excellent project/programme/change management skills
• Strong people skills
• Ability to work independently within broadly established parameters, must demonstrate self initiative
• Ability to think "outside the box", creative, innovative and drive changes
• Strong communicator both written & oral
• Ability to keep overall strategies and objectives in mind and not be deflected from these when dealing with essential matters of detail.
• Demonstrated service and customer orientation with strong inter-personal skills at all levels.
• Results oriented and driven by goal achievement with a strong focus on high quality service performance.
• Ability to influence and persuade senior management and other colleagues to take a spe