Job title: Head of Operations

Location: Glenrothes (5 days a week on-site initially, with scope for hybrid working after)

Salary: Circa £90,000 per annum

The Client:

They bring daylight and fresh air into homes and buildings all over the world. VELUX solutions, from roof windows and sun tunnels to blinds and shutters, help create healthy and comfortable indoor environments. Founded in 1941, today they employ 11,000 people worldwide, with sales offices in 37 countries and 21 production sites in 12 countries.

The Job:

This position is new and will oversee the Customer Interaction Centre and After Sales Service teams in Glenrothes. 9 Direct reports, c.120 indirect reports. The CIC handles incoming calls and emails from customers on a range of queries about products and orders. The AFS teams help customers with technical issues, faulty windows or accessories. There are on-site teams in Glenrothes, and a Field Service team all based remotely who visit customer's homes and service their windows on site. They also handle product recalls and replacements in line with the VELUX product guarantee.

They are redesigning the customer service journey and creating an online knowledge base and AI chatbots to help customers service their own queries. This means that the types of calls the teams will be handling in the future will change to be more complex queries that customers can't answer themselves online. VELUX has an ambition to 3x revenue by 2030 so with this They expect customer numbers to grow and the volume of calls to grow, so the digitisation is needed to support the increase in customer contacts. They also expect their teams to grow, not shrink. Many people in the teams have been with VELUX for many years (it's not unusual for people to have over 15 years' service), so they're very knowledgeable, but this can present a challenge when it comes to change, so this needs to be carefully and empathetically managed.

This role reports to the Vice President Operations, Region North Europe (VELUX Germany, Austria, Switzerland, Nordics, United Kingdom & Ireland) who is based in Hamburg. Some travel is expected across Europe (mostly to HQ in Denmark and occasionally to Hamburg). They are looking for someone that she can trust to lead the Glenrothes site with minimal supervision.

We're looking for a candidate who:

• Is an excellent people-focussed leader. Someone who is empathetic, knows how to get the best out of people and how to create a high performing culture in a positive and engaging way.
• Knows how to manage customer service operations, the metrics, KPIs, and how to meet them
• Can lead the teams through change, bringing people along with them through the journey, knows how to win over people who might be resistant to it
• Has the seniority/gravitas to act as General Manager for the whole Glenrothes site, can hold their own amongst C-suite level colleagues
• Has experience managing customer service operations. Knows the right KPIs to measure, understands the customer experience and is highly focussed on driving positive experiences/customer satisfaction.

Randstad Business Support is acting as an Employment Agency in relation to this vacancy.