Head of Customer Contact (Energy and Utilities Industry)

This job has now expired please search on the home page to find live IT Jobs.

Head of Customer Contact (Energy and Utilities Industry)

Midlands

Job Type: Permanent

Location: Midlands

Start Date: ASAP

Salary: £50,000 - £65,000 + Benefits

A Customer-centric, Head of Customer Contact (Energy and Utilities Industry) is required to join a strong independent Utility on a permanent basis. The successful Head of Customer Contact (Energy and Utilities Industry) will need to be able to work comfortably in high-pressured environments and must have both the soft skills to line manage contact centre staff as well as having the strategic mindset to develop and implement staff performance plans across all stages of the customer lifecycle.

ESSENTIAL SKILLS

* Must have experience working in a similar Departmental Manager or Head of Department role

* Must have experience of leading and managing a contact centre, ideally with a focus on driving a positive customer experience and managing complaints and performance

* Excellent communication and stakeholder management skills to work with third party suppliers, outsourced partners, board level managers and contact centre managers and agents

* Must be highly organised and be able to manage company budget and monitor costs

* Experience of the Energy or Utilities industry

DESIRABLE SKILLS

* Ability to give tangible examples of and deliver improvements to the customer journey

* Experience of managing contact centres in the utilities industry would be an advantage

* Lean six sigma or other similar qualifications would be of interest

* Ability to get 'under-the-skin' of the agents to successfully manage staff retention and culture

Day to day role:

The successful Head of Customer Contact (Energy and Utilities Industry) will be responsible for managing multiple teams across a growing Utility in the Midlands. With 4 or more direct reports and cross-functional teams including, but not limited to inbound customer service, outbound customer service, credit management, retentions, third party suppliers, complaints etc. you will be required to effectively manage a very diverse team. The successful Head of Customer Contact (Energy and Utilities Industry) will also be responsible for developing and implementing short-term and long-term plans to develop staff and improve performance, managing budgets and driving down costs as well as resource planning across all of the Operational teams. This is a very fast-paced role and thus someone who has experience in a similar role with the ability to manage a high workload will be a great fit. This is an excellent opportunity for candidates to join a high growth utility with ambitious and exciting growth plans.

If the above role is of interest to you then please apply today by sending a copy of your CV to Steve by clicking apply now.

If you know someone who might be a good fit for the role then please pass on the above details and get in touch ASAP.

Head of Customer Contact (Energy and Utilities Industry), Midlands