Head of Customer Care

at  So Energy

THIS ROLE WILL BE A GREAT FIT IF:

• You have Contact Centre experience where a record of delivering industry leading customer experience can be proven
• An experienced people leader able to motivate, coach, mentor and develop teams in customer care, managers, team leaders, agents
• Ability to manage large teams and align, inspire people behind the company vision.
• Performance management – set KPIs and SLA’s, analyse metrics and take appropriate action to deliver the desired outcomes across a fast paced contact centre environment and at all levels (managers, team leaders, agents)
• Ability to influence, communicate and collaborate effectively with your team, and peers
• Excellent communication and influencing skills to manage stakeholder relationships successfully
• Experience of leading a contact centre in a regulated environment
• Experience of delivering continuous improvement to drive efficiency across the operation
• Experience working cross functionally with different departments such as product, engineering, and business analytics
• Experience using data to gain insight to drive improvement and efficiencies
• 
  Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.
  So, if this role excites you, don’t let our role description hold you back, get applying!
  Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.