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Head of Customer Operations

Job Title: Head of Customer Operations
Contract Type: Permanent
Location: Shropshire, Shropshire
Industry:
Salary: £35000.00 - £50000.00 per annum
Start Date: 16/11/2016
Reference: JO0000000527
Contact Name: Prospectus
Contact Email: Mandy@prospectus.co.uk
Job Published: November 17, 2016 08:46

Job Description

As part of a plan of structured growth, this client is now looking for a Head of Customer Operations to join their senior management team.

This client is a successful IT software house providing specialist vertical market niche applications throughout the UK, Australia and New Zealand. This role will be based in Shropshire.

Purpose of job
To manage the Project Management, Support and Customer Operations teams to ensure maximum effectiveness, efficiency and co-ordination of all elements of service delivery.
You will be expected to lead from the front, looking after and working on projects, ensuring compliance with contract obligations and meeting SLA and KPI agreements.

Key responsibilities:
·Manage and improve the operational systems, processes and policies to ensure that key performance indicators and service level agreements are achieved consistently to ensure APT's customers receive an excellent service.
·Manage and increase the effectiveness and efficiency through improvements to each function as well as co-ordination and communication across teams and stakeholders.
·Play a significant role in long-term planning, including an initiative geared toward operational excellence.
·Ensure costs are managed effectively and maintained to agreed budget.
·Ensure risks are identified and ensuring mitigating controls are deployed effectively.
·Working with department heads and senior management to get the best performance from staff.

Skills required
*Takes responsibility for the success of the team. Focuses on achieving goals despite obstacles and is not deflected from their achievement.
*Encourages and challenges - leading and promoting development for self and others.
*Is influential and diplomatic in negotiations; persuasive in communicating and looks to share knowledge more effectively across all teams and stakeholders.
*Works in partnership with customers to ensure their needs drive plans, resolving conflicting demands.
*Excels at operating in a fast pace, team environment.
*Excellent people manager with a collaborative work style and a strong commitment to get the job done.

Experience
Proven track record in:
§Operational management with teams of greater than 20 staff
*Improvements to operational systems, processes and policies
*Project management of IT solution deployments.
*Excellent interpersonal skills and a collaborative management style.
*Excellent computer skills.
Desirable experience in:
*Risk management
*IT development background

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