Head of Customer Contact Centre

Gigaclear plc; Abingdon; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading telecom company in Abingdon is looking for a Head of Customer Contact Centre. The ideal candidate will lead a team of 80, focusing on performance and customer satisfaction while driving process improvements. Key skills include data analysis and experience with Salesforce CRM. You will foster team development and be hands-on in daily operations. If you have a people-first approach and strong leadership skills, we want to hear from you. This is an office-based role requiring presence at least 4 days a week.

Qualifications

• Experience managing a team in a Customer Contact Centre environment.
• Ability to analyze data and translate it into actionable insights.
• Demonstrated experience in leading change and improvement initiatives.

Responsibilities

• Oversee the management of 6 Customer Service Managers and a team of 80.
• Drive performance and maintain high customer satisfaction.
• Lead projects to automate processes and improve service delivery.

Skills

Leadership

Data analysis

Customer service management

Salesforce CRM

Process automation

Empathetic people management

Tools

Salesforce

Job description

Job Details

• Job Title: Head of Customer Contact Centre
• Job Reference: IK1480646AbiHOCCC
• Location: Abingdon, Oxfordshire, United Kingdom

Documents

Customers are genuinely at the heart of everything we do at Gigaclear. We are looking for an exceptional leader who has the right balance between driving performance, leading with passion and ensuring customers are our priority.

You will need to be a call centre professional, having managed front line colleagues through a front-line leadership level and be a role model in your actions and ambitions.

Data savy yes, but the insight from data is crucial.

Salesforce CRM experience would be extremely useful, as would previous stories about process automation and the implementation of AI within a people agenda.

You will bring a nice balance between BAU management and thinking about the future.

Leadership, customer front and centre, people development, meaningful and impactful continuous improvement, and change.

There is much more to do but these would be your top priorities as we enter our next phase and look to mature and develop our people and benefit from data, technology, and automation.

People, this will be managing through managers, leading on team development and growth to achieve your goals and their career aspirations - be the person they remember as leading and showing them the way.

You will be close to the coal face; you will be someone who still wants to be visible and there to provide advice and guidance. With that in mind this is an office-based role.

Please only apply if you are able and prepared to be in our Abingdon Head Office at least 4 days per week, ideally 5 days.

Be our process automation hero, lead on projects to identify and remove those repetitive and tiresome manual tasks and assess our technology in general to see where we can simplify, improve and automate how we do things.

Data savy, you will relish finding, analysing, evidencing, and actioning and turning insight into solutions and improvements.

The role will have circa 6 Customer Service Managers reporting to you and the overall team headcount will sit around 80. So, you will be someone who has managed a similar sized team in a Customer Contact Centre type environment, knowing the day-to-day challenges as well as bringing lessons learned from leading change and improvement initiatives.

Experience in telecoms, utilities or similar subscription type companies would be advantageous, as would experience in sympathetically embedding a sales as a service mindset and approach.

However, key here is bringing a people first (customers and employees) approach, impact on those will always be first and foremost.

It is likely you will have been in the shoes of an Advisor, will have learned your craft from a first-class customer mentor who helped mould and develop your leadership, empathetic people management and relationship building skills. Now it is your turn to evolve and improve them and pass them on.

We are committed to the fair treatment of our staff, potential staff, regardless of race, gender, religion/belief, sexual orientation, age, pregnancy/maternity, marital or civil partnership status, physical/mental disability, responsibilities for dependants or offending background.

The information you give on this form will help us ensure equality in our services to you. We recognise that you may regard some of this information as personal and we have, therefore, included an option in most questions for ‘prefer not to say’.

All information that we collect in relation to equality and diversity will be treated confidentially in accordance with the Data Protection Act 2018 and will be stored within the Applicant Tracking System. Access to this information will be restricted to staff involved in the processing and monitoring of this data. It will be used to provide statistical information only. In completing the form below, you consent to us using your data for this purpose.