Ref No:  000362 (G072)
Customer Relations, London based
Salary Circa £38,000
Closing date: 8 August

An exciting opportunity has arisen in one of the leading Global education awarding bodies.

The Contact Centre within City and Guilds is the critical customer interface, within the organisation.

This is a rapidly expanding business that is putting the customer at the centre of its service delivery and Business Model.

The Contact Centre has 48 seats and operates 8.30am to 5.30pm Monday to Friday. It deals with customer interactions via phone, e-mail and post. This is primarily inbound.

5 team leaders

This will be a period of significant change for the organisation. The Contact Centre Managers role will be key to delivering this successfully with the Contact Centre environment.

City and Guilds are seeking an individual who is passionate about Customer Service as the key differentiator in the market place. The ideal candidate will have experience of involving all staff in the delivery of improvements to the service delivery model and the change process. You will consider yourself to have excellent understanding of what makes a successful Contact Centre.

To ensure that the City and Guilds Contact Centre operates efficiently and effectively providing a high level of service to all stakeholders.
This will be achieved by:

• creating a culture of change
• results focused approach
• open, inclusive and flexible management style
• commitment to excellent service and continual improvement to enable the CCC team to maximise the number of customer contacts which are handled to the satisfaction of the customer
• leading on key change programmes which increase Customer Satisfaction by delivering value added customer experience which will increase City & Guilds brand.

• in depth understanding of the dynamics of running a successful Contact Centre
• delivering to key performances measures and indicators
• track record of managing sustainable change successfully
• experience of implementing improvements to the service delivery model and customer experience
• proven self – starter
• in-depth understanding of Customer and Service drivers
• ability to deal with wide range of Stakeholders
• experience of identifying operational efficiencies and reducing the cost to serve
• able to build a strong team ethic