A new and exciting opportunity has arisen for a Customer Service Operations Manager in a high performing, award winning and fast paced Customer Service Division.

Managing circa 30 staff and in charge of a £1m budget, our client are looking for a strong and dynamic Manager with the flair and ability to lead, shape and develop the Contact Team to deliver an outstanding customer experience, continuous process improvement and quality service.

Main duties include:

* Daily running and management of the inbound contact centre, through the effective planning and use of available resources
* Meeting customer service targets as well as identifying areas of improvement to ensure excellent customer experience at all times
* Providing strategic leadership to direct reports and team members ensuring delivery of a first class customer focused service, meeting all performance and operational targets within agreed budgets
* Leading the transformation of the centre into a modern, multi-channel offering for customers, leveraging previous experience and the latest thinking and, where appropriate, new technology to drive change and improve the customer experience
* Managing the support functions for the whole of the Customer Service Division, including the customer feedback process, reward and recognition, processes management and updates and managing relationships with a number of key suppliers.

The ideal candidate will be a strategically minded leader with drive and ambition who is confident in their ability to tackle challenging situations. You will provide evidence of working across a variety of organisations managing both front and back office operations dealing with multi channel contact including white mail, email, telephone, social media and webchat. You will have managed direct reports in a large customer contact environment.

If this is you, and you are interested in this extremely rewarding role we would love to hear from you.

Connect2Staff/Connect2Kent, part of Commercial Services Trading/Kent Ltd, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.