Head of Service

Kelly Services
Redhill, Surrey
£70000 - £80000 per annum, Benefits plus bonus and benefits
15 Oct 2016
14 Nov 2016
Contract Type
We are looking for an experienced and dynamic Head of Service to join our SME team at Total Gas and Power based in Redhill, Surrey.

Role Outline:
  • Managing teams of up to 100+ in the UK and Global Outsourced Contracts - partnership value 
  • Drive the service experience for growth to approx. +200k customer sites (both gas and power)
  • To build service/credit delivery function capable of delivering £1b+ turnover per year
  • To lead and manage the service/ credit function to support the current customer contracts worth £350m per annum
  • Manage outsourced partner contract worth £3 million per annum
Your role will comprise of, but not limited to;
  • Drive up the capacity of the service and credit function, whilst reducing the overall cost to serve and delivering an enhanced customer experience
  • Design a customer service strategy that incorporates continuous improvement, technology and people
  • Monitor market place accounts and relationships to ensure that all accounts are healthy and operational at all times 
  • To create and actively encourage a working culture in line with the company's vision
  • Develop accurate reports to ensure all key activities and interface requirements are established with third party supplier
  • Support the business through the change process
Experience Required:
  • Must be able to demonstrate customer experience enhancement in a service delivery environment 
  • Previous demonstrable experience of developing and implementing business strategies
  • Proven track record of developing financial governance frameworks and proposing / implementing investment programmes
  • Experience of supporting and delivering significant change programmes
  • Knowledge and experience of operating in highly customer focussed ideally B2B environments
  • Ability to influence at board level
  • Ability to create an environment and instil a mind-set that our customers experience is at the forefront of everything the company does
  • Able to demonstrate adaptability in a fast paced changing commercial environment
  • Graduate calibre with minimum 8 - 10 years management experience

This job was originally posted as www.totaljobs.com/job/66900645

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