Head of Customer Support recruitment
The main focus of your role will be to lead a team of 25 through 3 Team Leaders in order to ensure that the department meets its objectives. This will be done through training, personal development and knowledge and skills transfer.
Your key duties will be as follows:
• Managing the team - providing leadership, motivation and support
- Leading the teams in delivering excellent customer service
- Taking the key performance decisions in achieving a balanced scorecard
- Obtaining optimal use out of our people and systems and plan for changes and improvements
- Investing time and resources in developing the skills and attributes of our people and ensuring that they are appropriately recognised and rewarded
- Consciously and proactively ensure that Customer Support deliver a high standard of service to our customers
- Supporting teams by managing escalation processes and gain engagement from appropriate departments and senior levels across the company
- Responsibility for achieving the business objectives of the team
- Responsible for the development of the team
- Meeting customer satisfaction levels, balancing resource pressures and system constraints
- Motivating the teams to improving customer satisfaction levels by following and developing our key priorities for improvement
- Maintaining resource (primarily people) levels which are key to performance
- Maintaining productivity
In order to be able to perform the above duties you will need the following skills and experience:
- Good understanding of the payments industry
- Excellent interpersonal skills - must be able to build and maintain effective relationships at all levels
- Excellent man management skills, must have proven experience of managing a large team.
- Strong written and verbal communications skills
- Self starter with the ability to instigate change whilst maintaining quality of service
This is demanding role and has arisen due to an internal reorganisation and offers an opportunity to help develop people and plan their future careers within the company.
This is a fantastic opportunity for an experienced Manager to work for a household name working within their Head Office.
Thank you for applying to Euro London Appointments, the UK's largest independent language consultancy. We aim to respond as promptly as possible to your application, however, due to the high level of CVs we receive we are only able to respond to applicants whose profile matches our Client’s requirements.
To enquire about other vacancies please visit our website at www.eurolondon.com.
Please note that in order to process your CV we must receive it in a Word document.