Head of Sales Operations

  • Category
    ERP & CRM Roles - Customer Relationship Management (CRM)
  • Location
    Bristol, City Of Bristol
  • Salary
  • External Reference
    RACCC

As Head of Sales Operations you will lead and develop, both directly and indirectly, a large customer sales contact centre. You will be accountable for the delivery of all customer, people and telephony metrics through robust planning and management.

Through providing a stimulating and motivational work environment you will ensure your teams deliver high standards, a great customer experience and efficient levels of service.

You are highly credible with the ability to positively influence stakeholders at all levels. You are commercially astute and can react effectively to changing priorities.

Our client is a leading, well-known UK brand. They are dynamic and fast-paced, putting customer experience at the heart of the business.

Role Responsibilities
*Deliver the sales operations strategy to support the company business plan
*Management, motivation and development of contact centre teams to deliver industry leading service ensuring exceptional brand experience
*Manage centre costs within agreed budget
*Initiate and support changes to improve the call handling experience
*Manage the operation to ensure KPIs are achieved in line with budget
*Ensure that the statutory, financial, regulatory and corporate governance obligations are met
*Evaluate performance with key metrics, acting quickly and effectively to continually improve
*Identify and drive transformation opportunities to ensure continuous improvement

Skills and Experience
*Experience of leading and motivating teams to achieve customer service and sales targets
*Experience of operating successfully in a contact centre environment in a branded business
*In depth knowledge of contact centre technology platforms and operations
*Strong knowledge of financial legislative and regulatory requirements and experience of operating in regulated environment
*Knowledge and successful compliance with other legislative and regulatory requirements (e.g H&S)
*Experience of building engagement with Trade Union representatives
*Strong people management skills
*Strong commercial and financial skills
*Proven experience of driving improvement and transformation
*Experienced in strategic and tactical planning and delivery
Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Rachael Dennys