Managing editor MyCustomer.com
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CX job vacancy of the week: MERJE

6th Dec 2019
Managing editor MyCustomer.com
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

This week: Head of Customer Operations, MERJE (based in Bristol, UK)

MERJE is a mid-senior level recruitment business operating within the areas of Finance, Compliance, Fraud, Financial Crime, AML, Customer Contact, Risk & Audit.

MERJE is looking to bring in a new Head of Operations to oversee and ensure that they CX across these rapidly growing business is measured, executed and developed to perfection.

Main responsibilities:

Currently working across a 400 FTE (which is and will expand) the successful candidate will be responsible for all internal operational customer touchpoints insuring that the future proofing of the business is wrapped up in its promises to deliver unparalleled customer experience through all points and divisions of contact: Sales, Service, Maintenance, Complaints, Retentions, Collections, and so on.

The candidate will have autonomy over the ongoing structural development of the teams, professional development, staff engagement, mentoring and leadership programmes. The candidate will tap into all major stakeholders to put together an entire picture of VoC, NPS, SLA and other important and measurable factors, using this data to drive designs in change and improvement.

Requirements:

To be successful you must be able to articulate and evidence your experience and achievements at a similar level within the contact centre world. 

It would be advantageous for you to be able to discuss your direct impact on Operational customer outcomes. 

A background in a regulated or specifically Utility lead market would be highly desirable too.

For further information and to submit an application visit the MERJE jobs board

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