Head of Operations UK
Our client is a leading travel online specialist now seeking a Head of Operations UK to be part of their executive team. This role will be reporting directly to the Director of Operations for Europe and requires someone with a proven track record of improving customer service operations. The successful candidate must have proven leadership and commercial skills
Head of Operations UK description:
*Working across the business to implement and develop strategy including sales objectives within the sales call centre.
*Responsible for the UK market and website.
*Understanding the business needs and translating this into strategic training requirements.
*Budgeting responsibilities including forecasting and effective delivery
*Preparing and delivering business reviews.
*Understanding customer’s needs in respect of online bookings and improving customer feedback.
*Implement clear sales service KPI's for business managers.
*Effective data analysis to determine the most effective call routing strategies that enhance the reputation of the company and improve customer quality feedback.
*Building and developing relationships across the business when necessary.
Head of Operations UK requirements:
*Strong experience in a service environment
*A track record in increasing improving customer service operations
*Strong leadership skills
*Strong commercial understanding
*Proactive team player who can inspire and implement effective change.
*A detailed understanding of telephony systems, call routing and contact centre principles
*A proven track record in delivering to targets and deadlines.
*Strong influencing skills.
*Creativity and willingness to challenge known business process to deliver customer excellence.
*A passion for profitability through effective customer service.
*A passion for the web and the potential of e-commerce.
*Comfortable and confident with call centre and OTA Technology
For a fully confidential Application on this Head of Operations UK Role, please contact Elena.
Due to volume of applications, only suitable applicants will be contacted.
It is unlawful to employ a person in a UK based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to your situation before applying for any jobs.
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PLEASE NOTE! It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to your situation before applying for any jobs.
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