Customer Service Director
Overview of role
Provide strategic direction and leadership to the customer service functions.
Support the operational and strategic delivery of the organisational vision as a key member of the Group Executive board.
Control and lead the York contact centre delivering against all budgeted KPI’s and future development needs
The post will be based in York but will require some travel to various sites.
Under the direction of the Chief Executive, recognise and value the important leading contribution made by the customer service structure and its Branch network.
Boundaries of role
• Supports the delivery of the organisations (long term) Business Plan.
• Produces (annual) department’s operational plans.
• Sets objectives, financial and other performance targets.
• Sets limits and authorises expenditure of budget
• Selects suppliers and service providers.
• Deals with serious complaints and FOS
• Authorises salary reviews recruitment of staff.
• Deals with serious employment issues e.g. disciplinary actions and
Dismissals.
SPECIFIC ROLE REQUIREMENTS
Qualifications
A graduate (Degree/MBA) level of intellect and evidence of continuous professional development.
Proven Ability
• Senior managerial operational experience in a healthcare or customer services environment.
• Senior level experience on managing a call or contact centre providing a voice and web based consumer facing service
• Demonstrable experience of developing best in class contact centre strategy
Proven Ability
• Senior managerial operational experience in a healthcare or customer services environment.
• Senior level experience on managing a call or contact centre providing a voice and web based consumer facing service
• Demonstrable experience of developing best in class contact centre strategy
• A good understanding of the complex statutory requirements which have an impact on the work of the Society.
• Experience of working within the confines of a regulated business or a not-for profit environment.
• Experience of initiating and managing change including setting strategic direction and developing policies and plans to translate organisational objectives into reality.
Skills Competencies
• A senior level ability to define and implement operations or customer service management and other business priorities in a climate of conflicting demands and to align these with available resources.
• An ability to lead and inspire others, proving clear direction and accountability and building effective teams.
• The ability to work effectively within a complex interlinked executive and democratic membership focused organisational structure.
• A commitment to quality, service delivery, best practice, learning and continuous improvement.
Personal Attributes
• A collaborative and open style of leadership with a sensitivity and empathy to a variety of stakeholder groups and individuals.
• Creative operational thinking with a clear intellect, sound judgment and decisiveness.
• Ability to empower and delegate appropriately to achieve results through others
• An appreciation of the importance and active promotion of diversity, inclusion and equality of opportunity.
• High levels of probity and integrity.
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