Head of Customer

We Are Stellify; Manchester; On-site; GBP 68,000 - 83,000; Full time

Benefits offered by this job

Annual bonus

Private medical

Life assurance

Overseas travel covered

Training & development

On-site parking

Global leadership access

Job summary

We Are Stellify in Manchester is seeking a Head of Site to run the Manchester contact centre within a global CX operation. You will lead managers and language teams, own performance against client SLAs, and steer a multichannel Zendesk workflow to improve how contacts are handled across markets.

The role drives a major transformation programme, aligns with regional sites and outsourced partners, and ensures regulatory and client governance.

Qualifications

• Leadership and people management experience in a large contact centre.
• Proven ability to meet SLAs in a B2B2C or outsourced setting.
• Experience leading multilingual or multi-market teams.
• Familiarity with Zendesk or major CX platforms.

Responsibilities

• Lead the Manchester contact centre and language teams.
• Own performance against client SLAs and be the escalation point for underperformance.
• Run multichannel operations using Zendesk reporting, routing and workflows.
• Lead transformation programmes covering channels, tooling, processes and ways of working.
• Align Manchester with the global model and partner sites for consistent service.
• Ensure compliance with client contracts and regulatory requirements; enable audits.
• Onboard new clients from forecasting to go-live; drive coaching and succession planning.
• Travel overseas to work with global colleagues and partner sites.

Tools

Zendesk

Job description

Senior and executive search across customer operations, CX and contact centres.

Greater Manchester | Permanent | £75,000 plus benefits | On site with some global travel

A global B2B2C business runs customer support on behalf of banks and financial services firms around the world. Those corporate clients hand over their own customers, and this operation looks after them 24/7, in several languages, by phone, email, chat and social messaging. Manchester is the UK site within a global support model, working alongside teams and outsourced partners in other regions.

The clients are regulated, so the work is too. Complaints handling, fair treatment of customers in vulnerable circumstances and data protection are part of the day job, and each corporate client holds the site to its own contracted service levels.

The business is changing how it supports customers. Channels, technology and partners are all under review, and the Head of Site will lead Manchester through that change while keeping service steady for clients who expect results every week.

The role

• Lead the Manchester contact centre, including the managers and team leaders who run each shift and each language team.
• Own performance against every corporate client’s SLAs, and be the person those clients call when results slip.
• Run a multichannel operation on Zendesk, using its reporting, routing and workflows to improve how contacts are handled.
• Lead the site through a transformation programme covering channel mix, tooling, processes and ways of working.
• Shape how this site fits into the global model, working with regional sites and outsourced partners so a customer gets the same standard of service in any language or market.
• Keep the site compliant with client and regulatory requirements, and ready for audit at any point.
• Onboarding new corporate clients into the operation, from forecasting and resourcing to training and go-live.
• Build the leadership bench beneath you through coaching, succession planning and clear performance management.
• Travel overseas from time to time to work with global colleagues and partner sites.
• Report to the VP of Global Customer Support and contribute to global strategy.

About you

• You have run a contact centre site, or a large part of one, with managers reporting to you.
• You have delivered service on behalf of corporate clients against contracted SLAs, in a B2B2C or outsourced setting.
• You have led multilingual or multi-market teams. A second language is welcome but not required.
• You know Zendesk well, or another major CX platform to the point where you could pick it up quickly.
• You have led change in a live operation and can show the before and after in numbers.
• You have worked in a regulated sector such as financial services, payments, utilities or telecoms.
• You are comfortable in a global business where some calls happen outside UK hours.

What’s on offer

• Salary of £75,000
• Annual performance bonus
• Private medical cover
• Life assurance
• Travel expenses covered for overseas trips
• Funded training and professional development
• On-site parking and good transport links into Manchester
• A senior seat in a global business, with a direct line to the global leadership team