Head Of Operations Customer Centre & After Sales- Permanent

You will join as the new Head of Operations, where you will be responsible for the management and strategic development of the Customer Interaction Centre and After Sales Service functions. Your primary job will be to ensure the delivery of high quality service to our customers while promoting operational excellence across the organisation.

Client Details

An exciting time to be joining a well established international business. They are embarking upon a comprehensive digital transformation of the Customer Service journey, implementing digital solutions to improve customer experience and support growth plans.

Description

• Manage and develop Customer Service, Operations Support and After Sales Service for optimal customer centricity and service.
• Lead the department heads, ensuring efficient operations and high-performance teams.
• Monitor and secure KPI's for the departments.
• Implement sustainability measures in the departments.
• Optimise processes using best practices and drive customer-centricity.
• Oversee order management, returns, complaint handling, and service quality.
• Develop annual plans and goal-oriented reporting for the entire area of Operations GBI.
• Stay updated on market trends to adjust service offerings accordingly.
• Expand professional network and contribute to international projects within the business.

Profile

Essential

• Leadership experience within Operations Support/Customer Support and After Sales Service.
• Proven experience with leading, managing and developing teams
• Demonstrated experience in coaching and training others.
• Experience within change management and process management.
• A genuine commercial understanding.
• Excellent communication skills.

Desirable

* A master degree within Business Administration or similar

* Previous experience leading operations through significant digital transformation change projects

* International project experience and a global mindset

Job Offer

• Salary up to £90,000pa DOE + attractive package including up to 15% performance bonus
• The business offer hybrid working with 3 days on site and 2 days from home, however there would be an expectation for the successful candidate to spend the majority of their time on-site to fully embed and establish themselves within the business. Therefore candidates must live within commuting distance of Fife.
• The role also requires a willingness to travel across the UK and Northern Europe region approximately 20 days a year.
• This is a fantastic opportunity for a highly motivated and focused professional to join a position where you will work alongside experienced and passionate colleagues - in a setting where knowledge is shared, and responsibility is given to those who can and will.