Customer Service & Operations Unit Leader, VP

Job Description

Join us as a Customer Service & Operations Unit Leader This is a great platform to advance your career and showcase your extensive leadership skillsYou’ll be leading the people in your unit to deliver outstanding customer experiences and successful business outcomesYou can expect to enjoy an engaging and fast-paced environment, as well as considerable stakeholder interactionWe're offering this role at vice president level What you'll do You’ll be overseeing the smooth running of your unit, creating and embedding a high performing culture of customer service, driven by a passion for exceeding customers’ expectations. We’ll look to you to make sure that your teams have the tools and knowledge to meet customer needs, and you’ll be implementing continuous improvement activity initiatives that improve efficiency across the business. Additionally, You’ll Be Translating and implementing high level strategic plans into a series of achievable goals, objectives and prioritiesDriving the delivery of an outstanding customer experience and proactively improving service and sales figures through effective performance managementProviding real-time support to our contact centres, identifying barriers to performance, managing improvements and sharing best practiceManaging the relationship between your unit and other business areas, making sure that business impacting incidents are dealt with in a timely manner and cause minimal disruption The skills you'll need To join us in this role, you’ll need extensive leadership experience and a proven ability to deliver outstanding results through others. We’ll be looking for excellent communication and interpersonal skills and crucially, a strong customer focus and experience in customer service delivery techniques. We’ll Also Be Looking For You To Demonstrate Prior experience in complaints and understanding of end to end of the complaints journeyThe ability to identify operational inefficiencies and provide practical solutionsGood understanding of digital transformation drivers, emerging technologies and their role in reimagining customer experienceExperience in fostering agile and high performance culture that embraces innovation, transformation and continuous improvementThe ability for cross functional influence and stakeholder engagement to deliver common transformational goalsThe ability to anticipate transformation risks and ensure alignment with regulatory and governance frameworks