HEAD OF SERVICE DELIVERY

This is an IT support group; Greater London; On-site; GBP 61,000 - 70,000; Full time

Job description

Head of Service Delivery

Wath Upon Dearne, Rotherham, S63 7ER

Full Time - 40 hours per week

£61,000 to £70,000 per annum

Who We Are

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people.

Job Purpose

As the Head of Service Delivery within our Customer Contact Centre you will be responsible for the consistent delivery of service and quality performance over a number of service delivery pods for the Phase 2 Contact Centre Contract, with a total contract value of £83M, ensuring that you are meeting and exceeding client needs and maintaining and developing business relationships, both internally and externally.

You will lead, develop and inspire the service delivery community and act as a visible and hands-on leader.

You will also lead performance through a team of up to 8 direct reports and deliver results through indirect reporting relationships and will be a senior member of G4S Employment Support Services organisation and part of the Senior Leadership Team (SLT) of the Contact Centre Contract (CCC), with responsibility for supporting contract development, mobilisations and growth.

Key Responsibilities

People

1. Provide visible first-hand leadership to the Service Delivery community through communication, engagement, role modelling and mentorship.
2. Ensure that all employees have the skills, tools and knowledge to perform at their best.
3. Manage direct reports effectively, delegating appropriately, ensuring their competencies are maintained and holding them accountable for the delivery of objectives and targets.
4. Drive and embed the introduction of Performance Management and Career Pathways - ensuring that differentiation in performance and talent is harnessed and underperformance is addressed in a timely and consistent way.
5. Drive the continued maintenance and improvement of technical and soft skill standards - ensuring the service delivery management teams are coaching for performance and continual improvement.

Service Delivery

1. Work with the QA and Training Manager to ensure the quality standards and assurance framework remain fit for purpose and in line with client expectations.
2. Manage attrition, absence, quality and Average Handling Time within planning and commercial thresholds and operational expenditure goals.
3. Ensure that employees receive the coaching and support required to attain quality and RTA.

Client Engagement

1. Work closely with the Contract Managers in responding to and managing through client updates and requests.
2. Develop and share performance recovery plans as required.
3. Ensure that all customer interactions and supporting data, MI, plans, and presentations are professionally and accurately delivered.

Contract and Commercial Delivery

1. Promote an agenda of innovation and continuous improvement.

Corporate Responsibility

1. Oversee and ensure compliance with applicable environmental, health, safety and other regulatory rules and regulations.
2. Liaise and work collaboratively with key stakeholders in the business and other operational departments, as appropriate.

The Ideal Candidate

What we are looking for:

We are looking for an adaptable and dynamic individual, who will have experience of leading Service Delivery for a BPO Call Centre Contract of an equivalent size and complexity. You must have a proven track record in providing leadership and direction to a growing business, with strong people & customer relationships at a senior level. You will excel at delivering results & meeting customer expectations and will have excellent organisational and planning skills to balance multiple demands in a complex & changing environment.

Excellent interpersonal & communication skills are a must, as well as strong influencing and negotiating skills and being able to persuade the benefits of change & improvement to team members.

You will be a versatile and hands-on leader, with the ability to manage conflict and have difficult conversations.

Benefits

While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below:

1. Progression, training and development catered to you.
2. Charity work
3. Refer A Friend incentives
4. Company pension scheme with employer contributions.
5. G4S Life Assurance Scheme.
6. Subsidised healthcare plan.
7. Charity work- Match-IT and Payroll Giving.
8. Confidential Counselling Services
9. 24/7 support specialising in health and medical
10. Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.

G4S is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role.

Please contact our recruitment team at to discuss any access needs, reasonable adjustments or additional support that may be required at any point during the recruitment process.