Head of Customer Services
Very Competitive Salary & Benefits Package
Location: Cardiff
Make a change at The Royal Mint
In a challenging economic environment, few businesses are expanding and planning business growth as we are. A national treasure and well-recognised brand, our 5 year plan is ambitious and we seek only the very best talent to contribute to our success.
The Role:
An experienced, dynamic and results driven customer service professional, you will be required to lead, develop and implement the transformation of The Royal Mint's inbound and outbound sales teams and customer service operation to ensure revenue, contribution and customer service targets are met, and that successful rapid growth is achieved.
Experience in managing both in-house and outsourced contact centre resource & performance is desirable.
Main responsibilities include:
Develop a positive, action oriented and high achievement/high quality culture
Drive high levels of employee engagement and belief
Develop and deliver the annual Customer Services plan, in line with the overall business objectives
Lead the team to ensure the successful achievement of the agreed monthly sales and service targets
Manage resources to ensure manning levels reflect planned levels of activity and seasonality, in order to achieve all KPI's, including flexible opening hours in line with customer requirements
Maximise the proportion of the resources focused on front line sales through sales management efficiencies and the use of technology/re-engineering to reduce back office costs
Work with Marketing to ensure that an effective Telesales promotional programme is in place
Ensure that outsourced contact centre resources are available, including immediate overflow, to provide service and resource flexibility
Skills, Knowledge & Experience:
Experience of managing a fast moving contact centre in a consumer environment, to include outbound sales, inbound sales and customer service
Experience of working with outsourced/overflow service providers
Experience of leading, coaching and motivating a team
Experience of process and structural re-engineering leading to significant and successful change
Experience of managing consumer credit control
Experience of working with KPI's and SLA's, within a target driven environment
Practical experience of handling customer queries and complaints
Working knowledge of the capabilities and requirements of sophisticated sales order processing systems
Personal gravitas and credibility
Passion, drive and determination to deliver service and sales excellence
During the past 10 years Cardiff has firmly established itself as one of the UK's top cities. Cardiff is a lively and cosmopolitan city with something to offer everyone. From top sporting events at the Millennium Stadium, to World-class stage performances at the Wales Millennium Centre. With the new St David's 2 shopping centre home to Apple and John Lewis, and Cardiff Bay with its bars and clubs, Cardiff is indeed a fantastic location where everyone is made welcome.
To apply, please submit your c.v to recruitment@royalmint.com