At a Glance
- Tasks: Lead and inspire customer contact teams to boost performance and profitability.
- Company: Join a fast-growing UK business within a multinational organisation.
- Benefits: Competitive salary, bonuses, executive car, and excellent development opportunities.
- Other info: Enjoy a supportive culture that values staff and offers career growth.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in managing sales teams and inbound/outbound campaigns required.
The predicted salary is between 120000 - 120000 £ per year.
My client is looking to recruit a self-driven Head of Customer Contact/ Call Centre. We are looking for leaders of the future. As a Head of Customer Contact/ Call Centre reporting directly to the Director/ EMEA Operations, you will be responsible for the overall efficiencies of the teams. You will increase profitability through developing, motivating and managing performance of your Managers and sales teams on a day-to-day basis.
You will have financial sales or debt management experience, as your teams will be dialling debtors to manage accounts where a customer has an amount outstanding to The Money Shop. The successful candidate will have proven experience in managing both inbound and outbound campaigns, driving sales of products and services for their organisation. You will have some input on the day-to-day running of campaigns, looking to ensure that all teams are working cost-effectively, increasing the output of calls, decreasing write-offs and ensuring that both outbound and inbound campaigns are working within strict FSA and CSA regulations.
You will also have experience of dealing with legislative issues when they arise and dealing with bodies such as the FSA, CSA, Credit reference agencies, Field collections, courts and other relevant departments and organisations.
You will also be able to satisfy the following skill sets:
- Strong commercial skills & business acumen
- Strong coaching skills that can achieve results through the team in a collaborative manner and on a personal level
- Proven analytical ability
- Excellent literacy and numeracy skills
- Strong organisational skills
- Team player
- Integrity and high personal standards
- Strong communication skills
- Full driving license with no more than 6 points in last 5 years
You will also be familiar with call queue and reporting systems from queuemetrics, Avaya, Nortel, Cisco and Asterisk. You may have some input on setting up new departments, staffing new areas of the business departments with your grasp and new inbound contact campaigns where contact is made via other realms, such as the internet, SMS and social media activities.
In return, we offer the opportunity to work with one of the UK’s fastest growing businesses that is part of a multinational organisation. We offer a competitive base salary, with opportunity to earn bonuses per team above your targets. A fully expensed executive company car, Fuel Card, Blackberry, Laptop, Mobile Broadband device, Staff discount within the Group, Pension, Childcare vouchers and excellent support and development opportunities are all included in this fantastic package.
Remuneration will be based on experience, but the average will be £80,000-£120,000 per annum, with a comprehensive bonus package in addition. They believe in taking care of their staff and treat them like friends, this is evident from the customer care and length of service awards The Money Shop has gained over various years.
So if you feel you fit this role perfectly, please send your up-to-date CV with a FULL covering letter outlining your skills, experiences and employment history from the past 5 years. Applications without these WILL NOT BE CONSIDERED FOR THE ROLE.
Sussex Web recruitment is operating as an employment agency in this matter and as such will hold your details on file if unsuccessful, until a suitable role becomes available. If you wish to have your details removed at any time, please get in contact with one of our recruitment agents.
Head of Customer Contact/ Call Centre in Southampton employer: Sussex Web Recruitment
Join a leading provider of accident assistance in the UK, where your driving skills and customer service expertise will be valued in a dynamic and supportive work environment near Crawley. With competitive pay, extensive training, and generous holiday allowances, this role offers not just a job but a pathway to career growth within a company that prioritises employee satisfaction and excellence in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Contact/ Call Centre in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sussex Web Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sussex Web Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Contact/ Call Centre in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sussex Web Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Sussex Web Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sussex Web Recruitment!
How to prepare for a job interview at Sussex Web Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
