Head of Service Centre

Circet Group; Selkirk; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the telecommunications sector is seeking a Head of Service Centre to enhance customer service delivery. The role involves leading a dynamic team, managing operational KPIs, and ensuring compliance with SLAs. The ideal candidate will have significant management experience and a strong focus on team building and customer satisfaction.

Qualifications

• 3 years management experience in a call centre environment.

Responsibilities

• Lead and develop the Service/Call Centre team.
• Manage inbound/outbound contact and resource planning.
• Ensure high standards across customer journeys.

Skills

Management

Team Building

Customer Service

Problem Solving

Education

Higher Education

Job description

We Are Hiring!

The role of Head of Service Centre reporting to the Operations Director plays an integral part in ensuring our customers (which includes our clients and engineers) thrive by leading our Service/Call Centre and ensuring exceptional service across all channels.

You will drive a can-do culture to dynamically manage operational KPIs and implement innovative solutions to optimize efficiency and effectiveness in our growing Service/Call Centre.

Responsibilities:
• Lead and develop the Service/Call Centre team, implementing a strong structure to support all functions and building good teamwork across the roles.
• Manage inbound/outbound contact, resource planning, compliance to processes and verification of tasks.
• Ensure high standards across customer journeys and operational KPIs.
• Understand the requirements of each of our complex clients and create energetic, empowered teams to deliver.
• Collaborate with stakeholders to enhance service delivery.
• Build confident relationships with clients to adeptly manage escalations and complaints.
• Manage risks and budgets, ensuring compliance to our forecast and SLAs.
• Report results weekly with action plans for improvement where needed.

Qualifications / Skills required:

• Essential: candidates will already have 3 years management experience at a senior level within a call centre environment
• Preferred: Higher Education.
• Strong results driven performance in previous roles.
• Adds value to the team – balancing tasks and people, being inclusive, getting people involved by understanding each person’s strengths, friendly and approachable, a real team builder – creation of common goals, motivator, recognised as the leader.