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Head of Service

4 months ago

England, United Kingdom JAM IT Consultancy Ltd Full time

The Head of Customer Service leads the Customer Support and Service Management departments to deliver world-class customer service to all customers and partners. They champion a customer-centric culture that inspires our colleagues to exceed SLAs.
Key Responsibilities
Service ethos, ticket and escalation resolution
Deliver to a Customer Service strategy (as agreed with Senior Management), which focuses on creating a customer-centric culture.
Make sure customer impacting issues, queries or improvements are resolved in a timely manner.
Personally handle major customer escalations to resolution as necessary.
Team leadership and development
Motivate, lead, coach, train and support the team to deliver exceptional customer service.
Make succession plans so that colleagues are proactively readied for their next career opportunities, and so that plans are in place for succession into key roles within the department.
Champion a culture of recognising and rewarding the right colleague behaviours.
Coach and monitor management standards within the department to ensure excellent day to day culture, performance, and personal development for all colleagues.
Performance management
Plan and implement appropriate resource levels (people, systems etc) to deliver the desired service standards, including for peaks of workload.
Proactively manage, monitor and report on performance of the team and individuals. Ensure feedback results are used in regular coaching and performance improvement plans.
Champion “lessons learned” or similar sessions with relevant teams to deliver continuous improvement and to prevent recurrence of any customer or colleague impacting issues.
Produce customer and other reports as necessary.
Person Profile
Bachelor's degree in relevant subject.2:1 or above,
Substantial experience in managing customer facing technical teams.
Substantial experience of leading a service desk.
Highly technical background, ideally within the CCaaS space.
Experience in service management and/or customer service reviews.
Experience of working in an ITIL or ISO certificated environment.
Exceptional communication, both written and spoken.
Natural leader, able to motivate and influence others.
Able to remain calm and focused under pressure.
Proven ability to deliver continuous improvement.
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