Director of Work, Jobs in Manchester, Eng (with Salaries)

Head of Customer Service
Stellify —Manchester
- £95,000 a year
- Full-time
- Team management
- Training & development
Quick apply
4d
Director of Customer Experience
Car Benefit Solutions —Bury
- £85,000 - £100,000 a year
- Full-time
- Hybrid work
- Continuous improvement
- AI
- Leadership
- Employee assistance programme
Quick apply
Assistant Director of Transformation
Warrington Borough Council —Warrington
- £85,782 - £91,758 a year
- Full-time
- Team management
- Leadership
13d
Executive Director - Transformation and Improvement
Warrington Borough Council —Warrington
- £143,662 a year
- Full-time
- Continuous improvement
11d
Assistant Director of People & Workforce Development
Tameside Council —Tameside
- £98,303 a year
- Continuous improvement
- Human resources
- Leadership
Head of Greater Manchester Shared Services
Trafford Council —Trafford
- £77,339 - £83,714 a year
- Full-time
- Hybrid work
- Continuous improvement
- Human resources
- Annual leave
- Employee discount
Head of Estates Operations
The Dean Trust —Manchester
- £55,620 - £59,016 a year
- Full-time
- Supervising experience
- Continuous improvement
- Travel
- Free parking
- Health & wellbeing programme
Quick apply
4d
Deputy Director - Learning, Organisation Development and Reward
University of Salford —Salford
- Full-time
- University
- Human resources
- Training & development
- Employee assistance programme
Head of Estates Operations
Trafford Council —Trafford
- £55,620 - £59,016 a year
- Full-time
- Continuous improvement
- Travel
- Organisational skills
2d
Customer Experience Director
Stellify —Manchester
- £110,000 a year
- Full-time
- Team management
Quick apply
Head of People
MCR Property Group Ltd —Manchester
- £70,000 - £80,000 a year
- Mentoring
- Recruiting
- Business
Quick apply
Director of Operational Excellence
ADP —Manchester
- Full-time
- Hybrid work
- Analysis skills
- Budgeting
- Leadership
- Employee assistance programme
- Employee discount
5d
Senior Director, Operations
Novanta —Stockport
- Full-time
- Management
- Continuous improvement
- Manufacturing
Head of Facilities Management and commercial sales
The Sheridan Group —Manchester
- £55,000 - £90,000 a year
- Full-time
- Business development
- Contracts
- In-person
Quick apply
9d
Executive Director of Resources
Oldham Council —Oldham
- £150,000 a year
- Call to connect
- Human resources
- Leadership
- Annual leave
- Employee discount
Service Director
Demain Business Services Ltd. —Manchester
- £78,000 - £98,000 a year
- Full-time
- Bachelor's degree
- In-person
- Business
Quick apply
13d
Director of Commercial & Business Operations
Ugalco Business & Commercial Solutions Ltd —Manchester
- £90,000 - £120,000 a year
- Full-time
- Hybrid work
- Contracts
- Leadership
- Free parking
- Flexitime
Quick apply
13d
Head of Sales Operations
Village Hotels - Central Team - Sales —Warrington
- £65,000 - £75,000 a year
- Full-time
- Hybrid work
- Salesforce
- Hotel
- Continuous improvement
- Employee assistance programme
- Employee discount
Quick apply
3d
Assistant Director (Place Directorate) x 2
GMCA —Manchester
- £73,896 - £82,840 a year
- Hybrid work
- In-person
- Leadership
- Communication skills
Executive Director - Growth
Warrington Borough Council —Warrington
- £143,662 a year
- Full-time
12d

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director of jobs near manchester, eng

Head of Customer Service

Stellify
Manchester

Quick apply

Job details

Full-time
£95,000 a year
4 days ago

Qualifications

Operations management
Process improvement
Complaint handling
Performance management
Change management
Continuous improvement cycles oversight
Team management
Change leadership
Customer interaction
Training & development
Root cause analysis
Operations leadership experience

Full job description

Head of Customer Service

Greater Manchester (office based, full time) · £95,000 + benefits

Run the customer service operation for a high-volume competitive consumer retailer. 80+ people across in-house teams and outsourced partners, and a wide range making up the customer base.

The contact profile is broad. Order and delivery questions at volume, returns and refunds, complaints that carry a regulated process and formal deadlines, and queries on products sold by partner brands. Volumes swing hard through peak trading, add all this into a very competitive sector and service has to be flawless.

There is change happening across the business. New technology, a customer function being redesigned, and work underway on how much of the operation sits with outsourced partners. This role plays a part in the delivery of all of it. What it is measured on is the day to day: how fast customers get an answer, how well the operation runs, what it costs, the culture in the teams, and what customers say afterwards.

What you'll own

Day to day performance of the contact centre across 80+ people: speed of answer, resolution, quality, cost to serve
What customers tell you, what it means, and getting the causes fixed with the teams that create them
The culture on the floor: the standard your managers hold, how people are coached, whether good people stay
The outsourced partner relationships: performance, quality, commercials, and a consistent experience whoever the customer reaches
Efficiency: forecasting and scheduling through peak, contact reduction, and the balance between automated and human channels
The structure underneath you and the capability of the managers in it

You'll report to the Customer Experience Director as their number 2. They hold the wider experience and commercial agenda. You hold and stabalise the operation, with the room to run it your way, and involvement in some of the change work wherever it touches service.

The first 12 months

Get hold of the operation and steady the contact types that are costing the business trust. Put measures in place that tell you the truth about performance week to week. Lift the standard of the management layer through investement into cross-training, performance management and upskilling all roles from complaints through to senior managers.

Our ideal applicant

A service leader who has run a contact centre of similar scale and challange: forecasting, scheduling, quality frameworks, and what moves the numbers week to week
Has managed outsourced partners on performance, quality and the commercial conversation
Comfortable with a mixed contact profile, transactional order queries at volume alongside complaints that carry a regulated process
Builds culture deliberately: coaches managers, holds a standard, and keeps good people in the building
Runs on numbers and can talk to cost to serve, contact rate and what poor service costs the business
Steady in a business that is changing around them, and clear on what service needs to stay solid while it does
A leader who has held consistency of role and lead service delivery through various sizes of teams is crucial for this role

The package

£95,000 base salary
Full time, office based in Greater Manchester
Benefits detail shared on application

All applications are handled confidentially by Stellify.

Quick apply

Refine Your Search

director of jobs in manchester, eng

Head of Customer Service

Director of Customer Experience

Assistant Director of Transformation

Executive Director - Transformation and Improvement

Assistant Director of People & Workforce Development

Head of Greater Manchester Shared Services

Head of Estates Operations

Deputy Director - Learning, Organisation Development and Reward

Head of Estates Operations

Customer Experience Director

Head of People

Director of Operational Excellence

Senior Director, Operations

Head of Facilities Management and commercial sales

Executive Director of Resources

Service Director

Director of Commercial & Business Operations

Head of Sales Operations

Assistant Director (Place Directorate) x 2

Executive Director - Growth

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