Head of Customer Service Design - Telco / B2C

Head of Customer Service Design

Berkshire (9 Month FTC)

The Company:

A well-known Berkshire based Telco company, who are currently undergoing a number of impressive changes within the business. They are currently seeking an experienced Head of Customer Service Design to work on some exciting projects on a 9 Month FTC.

Responsibilities:

• Accountable for a team of people, leading and inspiring learning and personal development across the team.
• Lead the team to design and deliver solutions which are aligned to the brand and multichannel strategies, and which create positive outcomes for the customer and the business.
• Responsible for ensuring consistency of customer experience across all customer touch points to ensure seamless customer experiences
• Accountable for planning the execution of the solution design within the constraints of the channels' capacities to deliver and operate each change brilliantly
• Balance risk, facts and judgement to make timely decision

Experience Required:

• Experience heading up teams under multiple touchpoints - contact centre, retail, direct & indirect sales
• Excellent people focus, with a track record of inspirational people management
• Significant and demonstrable experience of project and change management and of leading a portfolio of initiatives
• Extensive experience of communicating and presenting at board / senior management level
• Customer passion, with a curiosity to understand what customers really want
• Experience of assimilating and distilling complex information
• The ability to remove ambiguity in order to get the best out of others and deliver positive outcomes for the customer and the business
• A strong sense of caring about the quality of delivery and experience of driving best practice across multi-functional teams.

Project People is acting as an Employment Business in relation to this vacancy.