The Head of Europe Front Office will lead and manage the MPS Europe Front Office teams. This includes customer service over phone, web, chat, emails, customer technical help desk and external partners operational support.

The successful candidate will ensure quality service, adherence to SLAs and effective operations support for internal and external customers. Identify and deliver service enhancements to improve customer service and experience.

The role holder will accomplish results through the effective leadership and management of staff. Develop high performing teams with strong psychological safety who deliver results for customers and the wider community in which we operate.

You will participate in the review and recommendation of operational systems and procedures affecting the front office functions, coordinating system conversions from an operations perspective. Administer corporate policies and procedures and ensures compliance with applicable laws and regulations.

Key Responsibilities:

• Successfully retain and develop key talent, execution of employee engagement initiatives
• Proactive Issue resolution – Design and overview contingency plans for Contact Center, reducing incident/error rates
• Implementation of robust measures to safeguard sensitive data and reduce risk of breaches
• Maintain Key Performance Indicators: SLAs, Query Resolution, AHT and Customer Experience metrics
• Ensure operational efficiency through streamlining workflows, tech led innovation and ongoing training for contact center staff and contact center leadership team
• Develop and Execute strategy to prioritize customer advocacy across company processes, drive cultural change to build customer centric focus across organization
• Break down silos between departments to ensure unfied customer experience approach
• Define success metrics for Customer Experience
• Establish framework to collect, analyze and act on customer feedback
• Strengthen Customer Relationships by maintaining ongoing dialogue with customers, ensuring regular customer outreach and optimal usage of existing customer data points to create meaningful insights
• Planning and execution of the digital customer journey for the targeted group
• Change Management to ensure the new capabilities are successfully introduced internally and externally
• Success metrics for Digital Adoption program implementation (Customer Retention, DIY Adoption Rates)

Qualifications 

• Bachelor’s degree, or equivalent work experience 
• Typically 10 or more years of relevant experience 
• Considerable knowledge of front office operational functions, systems, policies and procedures
• Strong organizational, managerial and project management skills 
• Well-developed customer relations skills 
• Effective interpersonal, verbal and written communication skills 
• Ability to manage multiple tasks/projects and deadlines simultaneously