Head of Consumer Contact Centre
Consumer & Customer Care
Full Time
Luton, United Kingdom
2019-03-25

Objective:
Reporting to the Head of Customer & Consumer services the role will be responsible for delivering an outstanding consumer contact experience within an Omni channel environment.

This role will lead our consumer-facing contact centres through a team of managers and team leaders. This will consist of both in a house and outsourced agents and deliver a best in class experience for our consumers as well as deliver sales associated to the post sale service proposition.

Operational Responsibilities:
• Manage the Day-to-Day performance of the contact centre operations to deliver best in class service to end consumers and customers, achieving and exceeding all agreed KPI’s in relation to Quality and sales.
• Lead the contact centre team to inspire and create motivated and engaged colleagues.
• Responsible for the management of a third party insource operation handling first line contacts from Electrolux consumers & Customers.
• Accountable for the recruitment, induction, training and ongoing development of the contact centre team.
• Responsible for the end-to-end consumer contact processes and the associated efficiencies and customer • levels.
• Act as the voice of the consumer into the organisation driving change and improvements across all touch points.
• Full budgetary responsibility with an expectation to drive cost efficiencies whilst improving consumer satisfaction levels.
• Developing our strategy for the consumer contact centre within a matrix management structure.
• Develop and deliver continuous improvement plans that are based on consumer insights and operational priorities.
• Work closely with Ownership solutions to develop and deliver value-added services to include but not limited to, extended warranty propositions, repair services, consumables and accessories sales and finished product sales.
• Work closely with the sales organisation and Key trade partners to provide consumer support.
• Ensure compliance with all regulatory and legal obligations across all touchpoints  

Key Competencies:
• Record of accomplishment in leading a service driven contact centre operation.
• Results Driven
• The ability to manage through a period of significant growth and change.
• Excellent oral and written communicator with presentational skills.
• Strong coaching, mentoring and collaborative skills.
• The ability to engage and influence with all levels, internally and externally of the organisation.
• Establish useful networks internally and externally to positively contribute towards the development of the operation and to always take a collaborative approach to the role.
• An analytical and fact-based approach
• A mindset of Continual improvement
• Proficient in the technologies associated with contact centres and omni channel offerings like voice, email, social, web chat, etc
• Proficient in the use of Microsoft products.