PayPoint - Careers
Head of Customer Contact
Welwyn Garden City

Main Role Purpose:
Our aim within Customer Services is to deliver a first class service to our retailers, ensuring they get a great experience throughout the customer lifecycle, in line with our retailer pledge. Reporting to the Customer Services Director the Head of Customer Contact will be responsible for all customer support channels. A key part of the role will be to develop and deliver a customer contact strategy that aligns with the needs and requirements of our Retailer Network. 
Main Role Responsibilities  
  • Set the short and medium term goals for the CC and ensure effective management of those areas, this may include other teams that directly interface with the Retailer Network
  • Accountable for leadership and development within the Contact Centre to deliver the highest level of customer service to our retailers
  • To implement and embed Salesforce CRM in contact centre environment
  • Accountable for developing a culture in the Contact Centre which aligns with our values
  • Conduct a review of current KPI’s and SLA’s and look to complete a gap analysis between the “As is” state and future Customer Centric state
  • Undertake a review of the current requirements planning and resourcing and implement changes where required
  • Undertake a review of the current management structure and capabilities and drive changes to ensure we are delivering a customer centric service
  • Monitor, measure and report on operational issues, opportunities, development plans and achievements within agreed formats and timescales
  • Liaise with other functional areas to ensure collaborative cross functional co-operation
  • Attend internal and external stakeholder meetings and build effective relationships with the wider network to ensure key client requirements are effectively managed
  • Identify trends and proactively drive change to improve our customer’s experience
  • Using appropriate quality and productivity tools coach Team Leaders to deliver best practice customer service
  • Management of key third party suppliers




Skills / Qualifications / Experience Required

  • An experienced Contact Centre professional with prior experience of managing teams in multi-channel Customer Contact environments
  • Hands on experience of developing and delivering transformation in the Customer Contact Environment
  • Ability and skill set to deliver thought leadership on Customer Contact best practice/strategy
  • Practical experience of managing teams through major transformation and change while continuing to deliver great service
  • Experience of driving and managing Continuous Improvement including training and developing staff and Team Leaders
  • Proven skills in Capacity Planning and resource requirement modelling
  • Demonstrates an ability to achieve change quickly and be familiar with process improvement methods and techniques
  • Experience of using improvement tools and techniques Lean/Six Sigma to drive quantifiable improvements at both team and E2E levels
  • Credible and comfortable in presenting to senior managers
  • Strong team player who is flexible and supportive to the needs of other individuals and business
  • Business to Business operations experience in retail sector would be advantageous
  • Excellent oral and written communication skills
  • Strong  influencing skills

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