Greater Manchester

Competitive + Bonus

Permanent

Head of Sales and Service

Our client is a cutting-edge global e-commerce business who are growing at pace with revenue at approx. £100m per annum and rising.  This is a fantastic opportunity to join a high growth UK & EU internet privately owned company within the logistics sector.

As the Head of Sales & Service our client is looking for someone to lead and inspire the sales and service teams to deliver an easy, cost-effective customer experience right first time for customers. The client is keen to turn the good current CX service into a truly world class innovative service across digital and voice channels.

You will need to manage and grow a 100 strong team that combines office and home based workers who predominantly interact with customers via webchat.

Greater Manchester based with 2-3 days a week travelling across the North of England to engage with home workers.

Responsibilities

  • Lead and inspire sales and service teams by developing a customer and results focused culture to ensure they are engaged with the business and its objectives
  • To drive and enhance Customer Satisfaction
  • To ensure the customers feel it is easy to do business with by delivering a CX operation that is:
    • Helpful – listening our customers and understand their needs
    • Friendly – engaging with customers on an individual level
    • Dependable – to get things right first time for the customer
    • Straight forward – keep things simple and honest in dealings with customers
  • Drive performance to ensure that we deliver required performance outputs
  • Increase employee engagement ultimately to improve staff retention rates
  • Ability to drive performance across multi located contact centre advisor estate including homeworkers

Desired Experience and Skills

  • Leadership and performance development skills in a sales and service contact centre environment – 100+ FTE
  • Experience of leading web chat operations
  • Strong communication and coaching skills
  • Management of remote teams including homeworkers
  • Graduate level strategic thinking with an ability to manipulate and interpret data
  • Logistics/ Home Delivery experience a bonus
  • Knowledge of Bold Chat webchat platform would be advantageous but not essential

Contact – Brian Shuttleworth

Brian.Shuttleworth@embersearch.com