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Call Centre Manager
Midlands - Other
My client is an industry leader in the Energy & Utilities sector. They are looking for an experienced manager to develop the Customer relations strategy.
This role is responsible for developing and owning the Customer Relations (CR) Directorate vision and balanced scorecard on behalf of the CR senior management team. It is also responsible for developing the CR vision into Departmental initiatives and helping to embed these within the local plans and individual targets and monitor progress for the management team.
Interact and influence the senior management team in CR and liaise with other managed across CR to ensure Directorate strategy is aligned across Departments e.g. credit management, income, customer service· Provide feedback to CR management team on the changing regulatory environment and competition development and to ensure the mission and vision is aligned to these external changes·
Support CR with development of PR09
Develop and the CR Directorate vision into departmental initiatives and help to embed these within the local plans and individual targets.
Liaise with external customer service leaders and suppliers to make sure that the company is keeping pace with new technologies and methods to give out customers the best experience.
Regularly review CR departmental plans to ensure they are on track to meet directorate visions
Monitor progress of initiatives on behalf of CR senior management team
Contact Name - Gerard May - customer.contact@psdgroup.com
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