Job Details
Head of Customer/Client Operations
ESSEX
£50,000 - £60,000 negotiable
My client is currently looking to appoint a Head of Customer Services Manager. This fantastic opportunity is being offered on a permanent basis and is based in the company’s Essex Office.
The successful applicant for this position will be responsible for the delivery of the company’s strategy and business plan ensuring that high quality service is provided to all financial services and investment clients and customers at all times. You will manage in excess of 50 staff members whom work within the areas of the business that have customer contact such as the call centre with an emphasis on maintaining an excellent reputation and service, and delivering the best possible profile and results for the company. It is essential for this job that you have previously worked in financial services.
Specific duties include;
• Ensure that all activities within the department comply at all times with the appropriate regulatory requirements including the FSA
• Assessment of performances against service standards, to ensure standards are met and where possible improved
• Ensure the Contact Centre meets expectations and requirements
• Management of Client Service Teams to deliver positive advisor and customer query resolution
• Maintain competence and development within the role for your employees by means of external training courses, seminars, workshops and conferences, of which records must be maintained.
• Development and delivery of strategy requirements to ensure continuous service improvement
• Ensure efficient use of the resources provided and the necessary technology based solutions where improvement is needed
• Maintain regular contact with all areas of the business at all levels
To be considered for this position you must have between 5-7 years experience of working within a financial services call centre and it is essential that you have managed between 50-60 members of staff. You should also have good telephone systems knowledge ideally CISCO and IPCC but others may be considered. You should be able to demonstrate that you are able to manage staff at all levels and have implemented training and development initiatives. You should be able to clearly demonstrate that you are able to maintain and establish client relationships and have financial services qualifications such as FPC or IAQ.
If you are interested or would like to find out more, please contact me today.
Due to the nature of the Financial Services Industry and its regulations, my client will need to credit and reference check your CV and educational history. Due to this, any CV’s submitted that have incorrect information on them will have an offer withdrawn if proven to be incorrect at reference stage. It is 100% essential that everything on your CV is correct. Please make sure that you have double checked all of your CV before applying for this position.
Please note that due to the volume of applications received only suitable candidates will be contacted.
Whilst not essential, if you are applying for this job, it would really help if your CV is formatted as simply as possible, without any boxes, headers, footers and borders etc.
As a preferred recruitment partner to many leading businesses, Michael Boyd & Partners is committed to introducing only the very best individuals to its clients. If you have the relevant skills and experience and can make a positive difference to our clients’ businesses then please send your CV to hannah.beamish@michaelboyd.co.uk and we will contact you for an initial discussion.
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