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Head of Service Operations

Location: Newcastle

Salary: Competitive

Job Type: Permanent

Job ID: 167198

NRG are delighted to be working in partnership with Sky. This role is an exciting opportunity to join us and work within our Service Operations team. The purpose of Service Operations is to offer the best service in the country to Sky's 11m UK customers. Service Operations offers service through people led channels - voice, email, live chat and social media.


The Perks As a valued employee, you'll benefit from a free Sky Q premium package (one off payment required for installation), an excellent pension scheme and private health care. What's more, you'll also have access to over 12,000 LinkedIn Learning courses to support your development. To find out more about working with us, search #LifeatSky on LinkedIn, Twitter or Instagram.


You will provide strategic leadership across the service operation whilst building and leading a highly motivated service team to deliver the operational performance required in the Service Operations Plan.


- Creating a Sky customer culture

- Building a strengths-based operation and enhancing the customer experience through building people capability

- Ensuring that operational process is improved upon where it impacts the customer experience

- Sponsorship of pan Service Estate programmes working in collaboration with strategic partners, change functions and support teams

- Responsible for sharing, implementing and delivering best practice throughout the wider Service Operation Estate

- Transforming performance though the development and evolution of the strategy

- Design, develop and implement the service strategy. Creating and implementing site-based performance strategies ensuring resource and budget forecasts are met

- Drive the performance of the site by inspiring and challenging people to deliver great customer experience

- Manage the day to day team operation and workflow that delivers our KPIs

- Delivering Sky in-house processes as the operating minimum across all lines of business - Identify ways to improve our customer experience and improve processes across products

- Through your example demonstrate the Sky Values and Sky Leadership behaviours so that you influence the behaviour of others

- Ensuring recruitment practices are fit for purpose and the right calibre of people are coming in

- Responsible for enhancing the capability of their teams through Sky training, developing and coaching programmes


You'll have

- Experience in developing and successfully delivering a business strategy

- Proven ability to motivate, empower, coach and develop

- Experience in delivering change and improvement projects

- Understanding how to raise capability within a team and build a sustainable platform for continued improvement

- Ability to demonstrate thought leadership in the development of people and process improvement - Proven experience in leading sizeable teams operating extended days, 365 days a year in a contact centre environment

- Knowledge and understanding of contact centre KPI's and cost models with demonstrable experience of managing towards

- Proven track record of setting ambitious targets and delivering to high performance

- Experience of leading teams through significant change programmes

- Experience of working in a complex/matrix organisation structure

- The ability to influence and improve across organisational boundaries