Head of Employee Support
Our client, a leading Umbrella Consultancy based in Central London, are looking to recruit an experienced Customer Services candidate to join their Employee Support team.
Based in the City, our client offer professional payment solutions to temporary workers all over the UK, and have a 30 FTE contact Centre in London. Fielding calls covering payments and complaints, the contact centre is extremely busy and each individual Agent can expect to handle in excess of 50 inbound calls every single day. Due to a candidate moving on from the company after 9 years, they are now looking for a senior Customer Service candidate to join their team as the Head of Employee Support.
As the Head of Employee Support, you will be responsible for overseeing the running of the contact centre, directly managing 3 Team Leaders and 25+ Agents. Responsibilities will include:
- Leading, supporting, coaching and motivating the Employee Support department
- Planning and allocating work across the departments
- Monitoring performance, progress and quality against expected outcomes
- Overseeing and managing operational processes
- Overseeing recruitment, training and coaching initiatives
- Overseeing the monitoring and quality of telephone and email contacts with employees and agencies
- Driving change to meet the changing demands of the business
In order to be considered for this position, it is essential that you have managed teams in an inbound service environment before, and have experience in improving standards whilst leading operations teams.
Our client are looking to fill this position as soon as possible, so any interested candidates are urged to apply at their earliest convenience.
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