Director of human Work, Jobs in Cheadle, Gtm (with Salaries)

Head of Customer Service
Stellify —Manchester
- £95,000 a year
- Full-time
- Team management
- Training & development
Quick apply
4d
Deputy Director - Learning, Organisation Development and Reward
University of Salford —Salford
- Full-time
- University
- Human resources
- Training & development
- Employee assistance programme
Senior Human Resources Business Partner
BDA —Manchester
- £83,000 - £90,000 a year
- Hybrid work
- English
- Bachelor's degree
- Travel
- Work from home
Quick apply
Customer Experience Director
Stellify —Manchester
- £110,000 a year
- Full-time
- Team management
Quick apply
Dean of Student Experience
UK MANAGEMENT COLLEGE —Manchester
- Management
- University
- Leadership
Quick apply
People/HR Manager
Bruntwood —Manchester
- £50,000 - £55,000 a year
- Full-time
- Team management
- Travel
- Human resources
- Annual leave
Learning & Development Partner
Emperor —Manchester
- Hybrid work
- Training & development
- AI
- Leadership
- Flexible schedule
Head of Analytics
The Christie NHS Foundation Trust —Manchester
- £66,582 - £77,368 a year
- Full-time
- Team management
- Training & development
- Analytics
Senior HR Operations Specialist - EMEA
Geosyntec Consultants, Inc. —Manchester
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Bachelor's degree
- Travel
HR Business Partner
TRADEBE —Warrington
- Hybrid work
- Analysis skills
- Travel
- Human resources
- Employee discount
Human Resources Coordinator
Halliwell Homes —Eccles
- £32,315 - £37,869 a year
- Full-time
- Master's degree
- Human resources
- Data entry
- Free parking
- Health & wellbeing programme
Quick apply
4d
Senior Manager - Real Time Delivery Manager EMEA
Live Nation —Manchester
- Full-time
- Data analysis skills
- Analysis skills
Assistant Manager, Manchester Selfridges
Chanel —Manchester
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Outlook
- Employee assistance programme
- Employee discount
Digital Trust - Senior Manager
Capgemini —Manchester
- Hybrid work
- Sales
- Business development
- Training & development
10d
Senior Facilities Manager - Multi-Site, Manchester, UK
CBRE —Manchester
- Full-time
- Customer service
- Computer literacy
- Business development
12d
Account Director - Planning
Havas Group —Manchester
- Full-time
- Presentation skills
AI Strategist - Managing Consultant / Senior Manager
Capgemini —Manchester
- Hybrid work
- Sales
- Business development
- Mentoring
Senior Art Director
Inizio Evoke —Macclesfield
- Quality control
- Mentoring
- AI
- Annual leave
Quick apply
Academic Dean
UK MANAGEMENT COLLEGE —Manchester
- Management
- University
- Human resources
Quick apply
Senior Social Commerce Strategist (FTC)
VML/WPP Enterprise Solutions —Manchester
- Communication skills
Quick apply

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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 human jobs in cheadle, gtm

Head of Customer Service

Deputy Director - Learning, Organisation Development and Reward

Senior Human Resources Business Partner

Customer Experience Director

Dean of Student Experience

People/HR Manager

Learning & Development Partner

Head of Analytics

Senior HR Operations Specialist - EMEA

HR Business Partner

Human Resources Coordinator

Senior Manager - Real Time Delivery Manager EMEA

Assistant Manager, Manchester Selfridges

Digital Trust - Senior Manager

Senior Facilities Manager - Multi-Site, Manchester, UK

Account Director - Planning

AI Strategist - Managing Consultant / Senior Manager

Senior Art Director

Academic Dean

Senior Social Commerce Strategist (FTC)

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