We have a rare opportunity for an experienced senior Director. This person will ensure the Customer Service vision and strategy is realised, through the delivery of tangible and industry leading solutions. They will work with the Deputy MD to understand the vision and create strategic action plans. In turn they will work across leadership teams in Service and across other Customer Service Group departments to ensure delivery against the objectives.
Creation of a B2C digitally led multi-channel contact strategy to provide first class customer experience
Thinking strategically, shaping innovative business solutions and ensure the subsequent implementation into an ever-changing environment
Developing the communications strategy and key messages for executive-level communications to build confidence in Customer Service delivery plans
Critical evaluation of solutions to ensure they will deliver the innovation that will result in an industry leading customer experience,
Building and maintaining relationships with senior stakeholders up to and including the Group CEO
Creating, developing and inspiring successful virtual teams from across the group who will deliver against the Customer Service objectives
What qualities are we looking for?
Experience leading significant, large scale customer facing operations
A strategic and creative thinker who has a passion for customer service and is not constrained by normal convention in other organisations
A demonstrated track record of delivering multi-channel contact strategies, with a focus on digital
Strong programme management and leadership skills, with demonstrated experience overseeing large change and transformation programs while maintaining a focus on delivering through others throughout.
Confident, capable and credible in front of senior business leaders across the business
Proven stakeholder management skills and the gravitas to contribute meaningfully and constructively to the Customer Services Group leadership team and wider
Comfortable with ambiguity and fast-paced change; passionate and committed to stretching self and others to deliver to a high standard
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