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Head of Customer Operations

Job Title: Head of Customer Operations
Contract Type: Permanent
Location: London
Salary: £70000 - £80000 per annum
Start Date: ASAP
Reference: Q95533
Contact Name: Quest Seach Selection
Contact Email: RA.43337.4032@quest.aplitrak.com
Job Published: May 14, 2014 11:55

Job Description

Head of Customer Operations I am looking for a Senior Strategic Leader, preferably with Customer Service, Contact Centre, Finance and Project Management experience, to join a market leading Retailer in London. This role sits firmly in the Telco space, but I’m open to speaking with people from other retailers or customer service environents. The purpose of the role is to lead the multi-functional CS operations and commercial teams to deliver across a number of KPIs, as well as managing third party IT suppliers with a view to creating a Customer Centric culture across a diverse department. The main responsibilities are: * Leading a multi-faceted team of wide ranging operational remits in order to improve performance and customer support * Own the Operational and IT roadmap, delivering value and outstanding customer service * Management of multiple external vendors, bringing them in on budget and in time * Creating and challenging policy and procedure, striving for improvements throughout the department * Building on existing internal strategic relations The ideal candidate will be: * A natural leader with a keen eye for improvement and efficiency * A proven project manager * Educated to degree level * An experienced ‘Head of’ and commercially successful Experience of working with MVNOs is highly desirable but not essential, however knowledge of fast-paced technical environments would be a plus. The base salary for the role is from £70-£80k with good bonuses and benefits. If you are interested and have a CV demonstrating a good track record in a similar field, please apply to the role today. We request that candidates send their CV as a Microsoft Word document where possible. Quest Search and Selection is acting as an Employment Agency in relation to this vacancy.