Customer Experience Manager Kilmarnock   £ Competitive - DOE

HEROtsc is one of the UK's leading outsourcing contact centre companies with seven sites based in Scotland, one at Dearne Valley near Rotherham and one at Birchwood Park, Warrington. Our clients include global leaders in the mobile, financial services and technology sectors. This has lead to HEROtsc being recognised as one of the best in the industry with numerous awards to our credit.  We are now recruiting for a Customer Experience Manager to join our team in Kilmarnock.

The purpose of this role is to lead, manage, inspire and co-ordinate the entire Vodafone and MVNO operations across our sites in Kilmarnock and Dunoon in relation to Quality and Compliance Management.

You will ensure a consistent, exceptional and professional service in line with client requirements and company objectives.  You will investigate, promote and implement new ideas and initiatives in terms of quality, training and performance management which will support the operations department and help ensure we maintain our competitive edge within the outsourcing marketplace. 

Key responsibilities include: 

• Design, implement, plan and prioritise coaching and development initiatives to all areas of the operations department while complying with the Investor in People standards 
• Direct the Quality Co-ordinators to monitor current service levels, ensuring high quality standards are consistently delivered
• Work closely with the Director of Vodafone Customer Experience and other Managers to proactively identify training and quality improvement opportunities to maximise operational performance
• Work closely with the Head of Customer Insight in order to ensure analytics and customer insight are aligned to cutting edge industry standards and develop innovation
• Identify trends and forecast future client needs to be able to recommend and implement on-going coaching needs
• To attend client meetings and promote and sell the benefits of the quality initiatives in place within the company
• Provide innovative solutions and regular updates to the client in order to provide value added service and build confidence, especially with reference to customer analytics

Experience Required:

• In-depth knowledge of contact centres and how these can be improved in terms of effective training and coaching needs analysis to enhance overall performance
• Thorough understanding of industry quality initiatives and their positive influence in terms of operational effectiveness
• Experience of implementing quality initiatives in large organisations
• Clear and concise communication and influencing skills to senior management level
• Excellent planning, organisational, and time management skills
• Proven track record in effectively supporting change management initiatives
• Sound management skills gained in a client-focused environment

If you feel that you have the necassary skills and experience to be a success in this role then please send us your cv and salary expections using the link below.

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