Head of Service Quality, Strategy, customer service, operation, drive£50 - £60k + Bonus + Excellent Benefits London (travel to other parts of the south east is essential)A leading provider of Managed service solutions is looking for a solid head of service quality to drive forward their customer services strategy and bring new ideas to the table and see them implemented.The role:This is a management and Leadership role with hands-on aspects focussed on supporting the key Operations departments and Operations as a whole Continually improving services provided by Operations from a Quality and Efficiency perspective in order to stand out in the market place from a Service Excellence perspectiveWorking closely with various stakeholders across the business and with external Customers and Suppliers where the key objectives of the team are:Driving the Operations strategy in terms of Service Quality and Efficiency as well as the Customer Service strategyManage the training strategy and training plan for Operations as a whole including the management of the budgetManagement of external partners and suppliers in order to improve quality and efficiencyManage the introduction of new services, making end-of-life of services and the on-boarding of new complex Customers/Solutions in OperationsSupport of Operations with various key activities (e.g. Continuous Service Improvement, Complaint Management, Issue register, BCP, KPI reporting)Making it easy for our Customers to work with us and drive the increase of overall Customer Satisfaction, NPS and the decrease of the effort scoreEssential Duties & ResponsibilitiesPeopleProviding day-to-day management and leadership to the Service Quality teams in order to create a highly motivated and high performance teamCreate and maintain a strong and dedicated Service Quality team of professionalsProvide very good people management to the team (e.g. recruitment, performance management, 1:1's, Personal development Plans, Training strategy and team meetings)ProcessOwn and report on the Operations KPIs. Use the KPIs to initiate and drive improvement plans to make my client stand out in the market place from a Service Excellence perspective while meeting our efficiency objectivesProvide close process management where required (e.g. Service Introduction, Complaint management, issue register management, etc.) in order to make sure my client meets its contractual obligations and service requirementsManage the on-boarding of new (large) Customers so agreed service levels can be met SystemsIdentify and/or drive the introduction of new systems and system changes that will improve Service Quality, Efficiency and/or Customer Satisfaction ProductsManage the introduction of new services into and the exit of end-of-life services out of Operations Provide feedback to Product management about existing services and drive product enhancements to increase Quality, Efficiency and/or Customer SatisfactionSuppliersIdentify Partners and Suppliers who help to expand product Offering or helps to drive down costs Manage Suppliers and Partners in order to reduce their costs, to improve their service performance and to increase the quality and efficiency of their supportFinancialsIncrease efficiency via Reliability of in/external services, optimisation of systems/data/processes and the evaluation of the use of external Partners and SuppliersMinimise Churn and Service Credits via Complaint Management and Service ExcellenceKPIsWinning Customer Service AwardsTraining ManagementComplaint handlingReliability of ServicesEfficiency of OperationsCustomer SatisfactionEssentialOperational management experience Very Strong People management skills and able to manage a distributed team of professionalsExcellent communications skillsHighly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude and the ability to work with othersStrong interest in technologyVery strong analytical skillsVery strong process and administration skillsA very strong desire to improve service and plan accordinglyAble to thrive in a fast paced environmentHaving worked in an Operational roleAble to think outside the box, work across borders and lead & drive other departments and Suppliers/PartnersFlexible and Pro-active dispositionFull driving license- Essential Very strong commercial awarenessHaving worked in an Operational environment and/or roleEducated to a degree level (preferred) Strong technology skills and a passion for technologyExperience with Supplier ManagementWilling to travel across the south east £50 - £60k + Bonus + Excellent BenefitsLondon (travel to other parts of the south east is essential)Head of Service Quality, Strategy, customer service, operation, drive![]()
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