Website Redwood Search Recruitment Agency Worcester

Head of Customer Support

Excellent salary and benefits working with a large professional organisation who are expanding!
An exciting and demanding role based within a large Worcester company where you will oversee and manage the performance of the support centre of approximately 60 employees and a management team.

Tasks and Activities:
• Working to ensure the delivery of KPI’s by managing the team to maximise a superb customer experience for internal and external clients

• Building effective relationships and working with other key teams across the business

• Helping with problem-solving and providing an escalation point for customer queries

• Deputise for the Customer Operations Director when required

Person specification and experience:

• Open and approachable management style 

• Ability to inspire trust and confidence • Customer focussed 

• Results oriented 

• Decisive with a common- sense approach to problem-solving 

• Able to motivate and inspire to achieve 

• Self-motivated and able to work on own initiative 

• Adaptable and flexible in approach 

• Collaborative and supportive team member 

• Confident to challenge to achieve the right outcome 

• Instigator of change and new ideas 

• Management and development of large, high performing teams 

• Achievement and delivery of organisational KPIs and objectives

Skills required for the role:

• Performance management and people development 

• Service delivery in a complex environment 

• Effective change management 

• Continuous improvement and identification of best practice 

• Capacity planning and resource management 

• Effective communicator, both verbally and in writing 

• Ability to absorb, analyse and translate complex information 

• Excellent planning and organisational skills 

• IT proficient 

• Project management experience 

• Process redesign 

• Performance management and development 

• Well organised and able to prioritise 

• Educated to degree level or equivalent 

• Evidence of continuous professional development 

• Occasional travel will be required


Please contact Edward Jukes at Redwood Search Recruitment Agency Worcester for more information

Upload your CV/resume or any other relevant file. Max. file size: 32 MB.