Lead frontline customer service and operations in the UK.
Coordinate with external BPO partners for delivery and standards.
Produce reports, identify root causes, and plan improvements for KPIs.
Build a productive, engaging environment for employees.
Coach and manage performance of Customer Service Team Leaders.
Complete ad-hoc CX tasks and initiate projects to boost satisfaction (ABR, contact ratio).

🎯 Requirements

Degree with stakeholder management experience.
Proficient in MS Office and Google Suite.
Strong communication across levels.
Ability to develop, implement, and review policies.
4+ years in customer service; 1+ year in team management.
Knowledge of contact centre management principles.

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