Brakes Group

Contact Centre Director

Home Based
07 Oct 2016
04 Nov 2016
Brakes Group
Contract Type
Full Time
JOB PROFILE: Contact Centre Director
Home Based (Nationwide)
Grade 15

With a turnover of over £2.6bn, Brakes Group is a leading supplier to the foodservice industry in the UK, Ireland, France and Sweden. The group comprises a family of specialist businesses which are able to deliver everything the caterer needs, including their very successful own brand ranges developed specifically for chefs.
Role Purpose Statement

The purpose of the role is to grow our reputation with the customer further, lead a highly engaged team of people and deliver more than your budget profit target. You will lead and transform the UK network of contact centres to go from Good to Great in the Food Service Industry. Drive a step change in sales and service performance through reviewing and designing performance metrics, developing and coaching of the right capabilities, leveraging existing technology and ensuring the reward for the workforce is consistent, fair and competitive . You will work with the Digital team in creating a new multi-channel capability and improve the overall customer experience.
Key Responsibilities & Objectives

- Create a single leadership team across the contact center`s to deliver best practice sales and service and operational efficiency
- Lead the transformation from silo`d working to best practice team working leveraging the benefits of virtualisation whilst retaining customer intimacy
- Ensure KPIs, reward and recognition programmes and team structures drive the right outcomes for Brakes and for colleague engagement
- Engage with Divisional Sales Directors & Marketing across Independent and Corporate, Public Logistics to ensure alignment on sales and lead generation strategies
- Ensure the introduction of new technology (e.g. WFM, Agent Desktop) into Contact Centres and delivers cultural change and efficiencies linked to changes in working practices through the Senior Leadership Team.
- Develop a culture of continuous improvement and focus on customer experience to deliver service efficiencies alongside improvement in Customer NPS through first time resolution of issues
- Direct the entire operation of the organisation's call center facility. Implementing and reviewing policies and operating structure of the call centers.
- Setting standards and guidelines for interaction with customers

Knowledge, Skills & Experience

- Requires a job relevant qualification in area of specialty along with extensive experience in the field or in a related area.
- Familiar with a variety of contact centre concepts, practices, and the design and delivery of procedures.
- Relies on knowledge and judgment to plan and accomplish goals. Performs a variety of tasks? Was you adding to this bit in more detail?
- Extensive stakeholder management, with regular communication with senior executives across the business.
- Experience in managing multi-site Contact Centre`s - Inside sales (outbound) and call centre (inbound) and customer service
- Proven and documented experience in creating performance management techniques and KPIs
- IT delivery experience specifically around the introduction of new technology into a Contact Centre environment


- Ability to oversee a large multi-site transformation programme
- Driving change from top to bottom of a team across multiple centres
- Customer centric mind-set and ability to deliver a step change in service performance
- Coaching & performance management mindset
- Ability to manage Telesales teams working in a multi-channel sales environment