Head of Customer Service

FRS are recruiting a Head of Customer Service for a reputable contact centre based near Nuneaton & Hinckley!

A package of £75,000 to £80,000 OTE is attached, depending on experience with a company Tesla included in the package.

Candidates will be open to working a 5 out of 7 work schedule which will included weekend working.

This is one of the fastest growing companies in the UK within their sector of work & it’s never been a better time to get on board with the business and enjoy the rewards!

Duties Will Include

• Lead and inspire the Call Centre team to deliver outstanding customer care across all touchpoints
• Convert a high volume of inbound and outbound enquiries into appointments and direct sales
• Drive team performance while ensuring compliance with all necessary regulations, including FCA policies
• Monitor, coach, and develop team members through regular one-to-one sessions and performance reviews
• Manage departmental productivity and staffing to ensure optimum coverage and efficiency
• Maintain a professional, friendly, and brand-aligned environment within the call centre
• Provide insights and feedback on customer trends during daily management meetings
• Liaise with internal departments to ensure seamless communication and collaboration across the business

Suitable Candidates Will Have / Be

• Proven experience in a Call Centre Management or similar leadership role
• Strong track record of driving sales and customer satisfaction
• Exceptional leadership, coaching, and motivational skills
• Strong organisational and time management abilities
• Confident handling performance-related issues and HR tasks (rotas, holidays, commissions)
• FCA accreditation (or willingness to obtain)
• A proactive, professional, and customer-focused mindset

For more info & immediate review, contact Niall Cooper at Finance Recruitment Solutions right away!