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- Tasks: Lead our Service Centre team to deliver exceptional customer service and manage operational KPIs.
- Company: Join a dynamic company focused on optimising service delivery for clients and engineers.
- Benefits: Enjoy a collaborative work culture, opportunities for growth, and a chance to make an impact.
- Why this job: Be a key player in enhancing customer experiences and driving team success in a vibrant environment.
- Qualifications: 3 years of senior management experience in a call centre is essential; higher education preferred.
- Other info: Ideal for those who thrive in teamwork and are passionate about customer service excellence.
The predicted salary is between 48000 - 72000 £ per year.
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.
Head of Service Centre employer: Circet Group
Contact Detail:
Circet Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Centre
✨Tip Number 1
Familiarise yourself with the latest trends in call centre management. Understanding innovative solutions and technologies that enhance efficiency will show us that you're proactive and ready to lead our Service Centre.
✨Tip Number 2
Network with professionals in the industry, especially those who have experience in managing service centres. Engaging in conversations about best practices can provide you with insights that will be valuable during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed teams and improved KPIs in your previous roles. We want to see your leadership style and how you motivate your team to achieve common goals.
✨Tip Number 4
Research our company culture and values. Being able to articulate how your personal values align with ours will demonstrate that you're not just a fit for the role, but also for our team.
We think you need these skills to ace Head of Service Centre
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your management experience in a call centre environment. Focus on specific achievements and results that demonstrate your ability to lead teams and manage operational KPIs.
Craft a Compelling Cover Letter: In your cover letter, emphasise your leadership style and how you foster teamwork. Mention any innovative solutions you've implemented in previous roles that improved efficiency and service delivery.
Showcase Relevant Skills: Clearly outline your skills related to resource planning, compliance, and customer journey management. Use examples from your past experiences to illustrate how you've successfully managed these areas.
Prepare for Potential Questions: Anticipate questions related to managing escalations and complaints, as well as your approach to building relationships with clients. Prepare specific examples that showcase your problem-solving abilities and client management skills.
How to prepare for a job interview at Circet Group
✨Showcase Your Leadership Skills
As a Head of Service Centre, your ability to lead and develop a team is crucial. Be prepared to share specific examples of how you've successfully managed teams in the past, focusing on your approach to building teamwork and motivating staff.
✨Demonstrate Your Understanding of KPIs
Understanding operational KPIs is key for this role. Familiarise yourself with common metrics used in call centres and be ready to discuss how you've driven performance against these in previous positions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding client escalations and complaints. Think of scenarios where you turned a negative situation into a positive outcome and be ready to explain your thought process.
✨Highlight Your Collaborative Approach
Collaboration with stakeholders is essential. Prepare to discuss how you've worked with different departments or clients to enhance service delivery, showcasing your ability to build confident relationships and manage expectations.
