Head of Customer Care and Contact - London, United Kingdom - Head Office

Head Office
Head Office
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About the role:


You will lead the Customer Care Contact Centres for the Partnership, ensuring the overall Customer experience is world leading, and provides a service that is representative of the Brand ambitions.


You will be responsible for an external and internal customer service operation of 2500 FTE across both John Lewis and Waitrose brands, leading the resolution of complex and high value queries and complaints.

We have two UK sites in Hamilton and Didsbury, and 3 offshore sites in the Philippines, Kingston and Rabat

You will enable Partner engagement and ensure the Partner has a voice to help them reach maximum potential. You'll lead teams in delivering change, and business-as-usual operations for continuous improvement to drive efficiency and effectiveness. You'll manage supplier performance, and audit outsourced providers to ensure assurance requirements are achieved.

Please note:
This is a remote/home worker role with UK-wide travel required.

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What you'll be doing:
  • You will be 'customer obsessed' in your leadership, ensuring the service and support we deliver to our customers through both customer care and in shops sets a benchmark in the industry and makes sure we deliver against our service metrics.
  • You will be responsible for managing a multi million budget, leading both inhouse and outsourced operations, ensuring budgets are achieved and efficiencies delivered.
  • You will ensure the supplier relationships are strong, and the assurance measures for performance and standards are in place in all of the 3rd party sites.

Please see the attached job outline for further details of the role.

What you'll already have:


  • Significant experience of complex inhouse Customer Care models and outsourcing or offshoring
  • Significant experience in a fastpaced Customercentric leadership role
  • Significant experience in leading large multisite teams
  • Strong evidence of stakeholder mgmt, whilst putting Partners and Customers at the heart of everything

What else you could bring:


  • Experience of managing People change, and of complex change management

For internal use only:
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