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Head of Customer Transformation

Apply2020-06-23 18:07:412021-05-03GCS Recruitment

Head of Customer Transformation

Date posted: June 23, 2020
€553.34 - €774.67 per day
Other, Europe
Freelance/Contract
Job description

HEAD OF CUSTOMER TRANSFORMATION

My client are at the forefront of the Facilities Management sector and are currently implementing a new Asset Management tool. As a result they a looking for Head of Customer Transformation to oversea this project on a long-term contract basis.

SKILLS

This is a long term rolling contract with a competitive day rate (based in Manchester, remote initially). The general background my client is looking for is;

  • Must have worked in the facilities management sector
  • Previously managed / worked within contact service centres
  • Ideally worked within a customer transformation environment
  • Asset management tools such as Maximo would be advantageous
  • Previously experience in the majority of the below responsibilities

RESPONSIBILITIES

As Head of Customer Transformation you would be focussing on the strategic delivery & transformation of the customer service contact centre, working to drive efficiency.

  • Leading the Customer Service operational team to ensure that we deliver a great customer service experience to our clients.
  • Communicating with key stakeholders to management expectations and exceed on commitments
  • Supporting customers through full customer lifecycle managing any Sales, Work Order, Billing or Service issues.
  • Drive a performance management targets-based culture.
  • Anticipate future service requirements and plan accordingly including for example developing and managing new digital channels
  • Provide seamless team working with the Technical Services team.
  • Manage and build the customer service resourcing plan, forecasts and budgets to meet financial /headcount targets.

WHAT NEXT…

If you are interested in this Head of Customer Transformation Contract please hit apply or send your CV to jack.richardson@gcsrecruitment.com

GCS Computer Recruitment Services is acting as an Employment Business in relation to this vacancy.

Reference: HCS2206MC_1592932061

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