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- Tasks: Lead a dynamic customer contact centre, driving performance and prioritising customer satisfaction.
- Company: Join Gigaclear, where customers are at the heart of everything we do.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real impact by leading a passionate team and improving customer experiences.
- Qualifications: Experience in call centre management and a strong focus on people development.
- Other info: Office-based role in Abingdon, with a focus on process automation and team growth.
The predicted salary is between 48000 - 72000 £ per year.
Customers are genuinely at the heart of everything we do at Gigaclear. We are looking for an exceptional leader who has the right balance between driving performance, leading with passion and ensuring customers are our priority.
You will need to be a call centre professional, having managed front line colleagues through a front-line leadership level and be a role model in your actions and ambitions. Data savvy yes, but the insight from data is crucial. Salesforce CRM experience would be extremely useful, as would previous stories about process automation and the implementation of AI within a people agenda.
You will bring a nice balance between BAU management and thinking about the future. Leadership, customer front and centre, people development, meaningful and impactful continuous improvement, and change are your top priorities as we enter our next phase and look to mature and develop our people and benefit from data, technology, and automation.
This role involves managing through managers, leading on team development and growth to achieve your goals and their career aspirations. You will be close to the coal face; you will be someone who still wants to be visible and there to provide advice and guidance. With that in mind, this is an office-based role. Please only apply if you are able and prepared to be in our Abingdon Head Office at least 4 days per week, ideally 5 days.
Be our process automation hero, lead on projects to identify and remove those repetitive and tiresome manual tasks and assess our technology in general to see where we can simplify, improve and automate how we do things. Data savvy, you will relish finding, analysing, evidencing, and actioning and turning insight into solutions and improvements.
The role will have circa 6 Customer Service Managers reporting to you and the overall team headcount will sit around 80. You will be someone who has managed a similar sized team in a Customer Contact Centre type environment, knowing the day-to-day challenges as well as bringing lessons learned from leading change and improvement initiatives.
Experience in telecoms, utilities or similar subscription type companies would be advantageous, as would experience in sympathetically embedding a sales as a service mindset and approach. However, key here is bringing a people first (customers and employees) approach; impact on those will always be first and foremost.
It is likely you will have been in the shoes of an Advisor, will have learned your craft from a first-class customer mentor who helped mould and develop your leadership, empathetic people management and relationship building skills. Now it is your turn to evolve and improve them and pass them on.
Head of Customer Contact Centre employer: Gigaclear
Contact Detail:
Gigaclear Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Contact Centre
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Gigaclear or similar companies. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Show off your leadership skills! During interviews, share specific examples of how you've led teams through change and improvement. Make sure to highlight your people-first approach and how you've developed others in your previous roles.
✨Tip Number 3
Be data-savvy! Prepare to discuss how you've used data to drive performance and improve processes. Bring along any stories about successful automation projects you've led – they’ll love hearing about your innovative side!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of the Gigaclear team. Don’t miss out!
We think you need these skills to ace Head of Customer Contact Centre
Some tips for your application 🫡
Show Your Passion for Customers: Make sure to highlight your customer-centric approach in your application. We want to see how you've put customers at the heart of your previous roles and how you plan to do the same with us.
Demonstrate Your Leadership Skills: Share specific examples of how you've led teams in a call centre environment. We’re looking for stories that showcase your ability to inspire and develop others while driving performance.
Be Data Savvy: Since data is crucial for this role, include any experience you have with data analysis and insights. Tell us how you've used data to make impactful decisions or improve processes in your past roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Gigaclear
✨Know Your Customer-Centric Approach
Make sure you can articulate how you've put customers at the heart of your previous roles. Share specific examples where your leadership directly improved customer satisfaction or engagement.
✨Showcase Your Data Savvy
Prepare to discuss how you've used data to drive decisions in your past roles. Bring examples of how you've turned insights into actionable improvements, especially in a call centre environment.
✨Demonstrate Leadership Experience
Be ready to talk about your experience managing teams, particularly in a customer contact centre. Highlight your approach to developing team members and how you've led through change while keeping morale high.
✨Emphasise Process Automation Skills
Since process automation is key for this role, come prepared with stories about how you've identified and implemented automation solutions. Discuss any relevant tools or technologies you've used, like Salesforce CRM.
