Customer Operations Director

  • Job Reference: 885054-JR
  • Date Posted: 1 August 2017
  • Recruiter: HARPwallen (UK)
  • Location: Lancaster, Lancashire
  • Salary: On Application
  • Bonus/Benefits: bonus + car allowance + benefits
  • Sector: Hospitality & Leisure
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Our client is a well-established and highly respected travel company operating a number of travel and holiday brands. As a key member of the UK senior management team this newly created role will take responsibility for over 300 personnel across 4 UK locations. As Customer Operations Director you will design, lead and execute a highly effective on and offline contact centre and operations strategy that leverages resources, skills and technology across the contact centres to achieve delivery of best in class service levels. You will provide inspirational and highly commercial leadership to engender a culture of engagement, performance, innovation with a highly collaborative approach. Use of the latest technology will be utilised to reduce call volumes and enhance digital communications and transactions, by leveraging automation, speech recognition, social and live chat capabilities.

 

  • Extensive senior leadership experience in a large, call centre or customer contact environment offering offline and online services
  • Proven experience in managing across locations and remotely
  • Financially and commercially astute with experience of managing large budgets and identifying efficiencies
  • A proven track record of delivering sales performance through the call centre channel
  • Experience of managing workflows and Resourcing.
  • Previous experience within the Travel and Leisure industry desired
  • Experience of working within a highly matrixed organisation
  • Dynamic and inspiring leader
  • Digitally savvy
  • Used to driving pace and managing change
  • Naturally curious and innovative
  • Not afraid to challenge the status quo
  • Highly effective people leader
  • Excellent communicator
  • Tenacious
  • Passionate about development