Head of Customer Services

South West
£55000 - £60000/annum bonus + corporate bens
18 Oct 2016
17 Nov 2016
Contract Type
Working for one of the largest, instantly recognisable brands in the UK we are seeking a highly experienced, demonstrably capable individual to join in a substantial role heading a large and rapidly changing customer services operation.

For this fast paced organisation we are seeking an individual who has an exceptional balance between Operations and Strategy as this role will encompass both elements. You'll naturally build relationships across the business and inspire individuals to succeed at all levels. This position is highly customer focused and requires the passion and drive to develop people through exceptional leadership in customer centric environment.

We require an energetic, professional individual who will have the following responsibilities:

About the Role:


Manage Customer Operation to improve the customer experience and increase customer loyalty.

Continuously develop and implement the Customer Operations strategy to enhance the services provided and reduce operational costs

Review and implement changes to current processes and practices with particular focus on meeting strategic needs.

Manage the cost centre budget within agreed targets

Confidence in making business critical decisions in a high pressured fast pace environment

Build strong and effective working relationships with key stakeholders across the business

Ownership of various projects to enhance Customer Experience.

Contribute to cross functional leadership activities

Required Skills and Experience:


Self-contained operational site management experience essential.

Ability to think strategically and set the future direction of the Customer Operations Department

Strong leadership skills essential

Experience of managing transformation projects essential

Experience of managing inbound/outbound operations.

Ability & experience in upwardly managing senior members

Proactive approach in building strong relationships across cross functional teams within the business

This is an amazing post for an individual who possess a demonstrable Contact Centre, Customer Service background.

We endeavor to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you've been waiting too long, please do get in touch and we'll always do our best to give you feedback on your application.

Cactus Search is a niche UK specialist Call and Contact Centre recruitment business covering all Management disciplines including Sales, Telesales, Collections, Customer Service, Forecasting and Planning, Workforce Management, Process Improvement, Contact Centre Change, Project Management and Business Development. If you are seeking a career move and would like confidential discussions around industry opportunities do get in touch with one of our specialist team