Head Of Customer Care

Are you currently working as a Senior manager in an operations/ call centre environment with an international company?
Do you possess a Bachelor/Master's in business/marketing or Technology?
Are you able to prove different methods in being cost and technically efficient?
Do you have the experence in managing a call entre operation a successfuly and passionately?

Organisation Description

Our client,a well known international Gaming company who has invested in Malta for many years, is currently looking for a head of customer service to report to the COO of Malta and will be responsible in running a multi lingual and multi brand operation.


Job Description

You would need to be an expert in your field,putting the customer first and at the same time you will maintain a strategic view on the operation, achieving excellent, motivationg and developing your team.

The main duties are:

Working with the COO and the Customer Services leadership team to develop and execute the customer service elements of our Customer Operations strategy aligned to the overall strategy
The development of a team structure to best achieve this strategy.
Designing and implementing a clear customer service proposition.
Influencing the broader organization by providing feedback and analysis of customer insights.
Create product, messaging or process changes in order to anticipate and solve common customer issues.
Execute against this plan whilst at the same time ensuring delivery of customer service KPIs, including answer time, first time resolution and NPS targets.
Driving efficiency across all aspects of the customer service function, including cross skilling, continued improvement in the use of technology, etc. This includes the continued integration of the WFM tool and ensuring additional benefits from sharing best practice (and operations if relevant) with our respective international businesses
Managing key stakeholders – Internally: management teams across Customer Experience, pp.com, Online Marketing in addition to ensuring effective operational relationships with the Technology, Risk, HR and Finance functions; Externally: 3rd party suppliers/vendors
Being an expert in the Contact Centre space – the Head of Customer Service will be required to have a clear understanding of what is going on across the call centre sector ensuring that the Customer Experience remains at the forefront of customer service innovation
Identify at least one strong successor and develop this individual’s skills via coaching and expansions of experience and responsibility
Training & Staff development. Identify high performers and work with them to achieve their goals, including internal moves/promotions. Identify underperformers and work on PDP plans to get them back on track, and identify others that need to stretch their abilities. Be accountable for fostering a culture of respect, change and learning amongst the teams.

Mind Set and Skill Set.

The ideal person would need to be commercially Savvy, target oriented, passionate about clients, highly organised and able to develop talent.

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