Head of Customer Service

2 weeks ago

Central Bedfordshire Bedfordshire, United Kingdom Harbourne Associates Full time

**Head of Customer Service – Bedford – Market Leading Company**

We are currently recruiting for a market leading business as a Head of Customer Service within their head office in Bedford. We are looking for someone who has experience managing transformation and wants to make a difference in a big business.

Role:

You will be responsible for -

  • Oversee and lead the entire customer care department, ensuring every member is motivated, well-trained, and aligned with our service standards.
  • Develop and implement strategic initiatives that enhance customer satisfaction and streamline their service delivery processes.
  • Analyse data to identify areas for improvement, creating action plans to address any issues or gaps in service quality.
  • Collaborate closely with other departments to ensure a seamless and positive customer experience across all touchpoints.
  • Monitor & implement key performance indicators (KPIs) related to customer care, reporting on trends and making recommendations for continuous improvement.
  • Manage budgets and resources efficiently, ensuring that the customer care department operates within financial constraints while delivering top-notch service.

Candidate:

The ideal candidate will –

  • Proven ability to develop and implement customer care strategies that enhance client satisfaction.
  • Lead, mentor, and motivate the customer care team to consistently achieve high performance standards.
  • Effectively manage and resolve escalated customer issues to maintain positive relationships with our clients.
  • Collaborate with other departments to ensure seamless communication and integration of customer feedback into business processes.
  • Regularly analyse customer service metrics and use insights to continuously improve our service offerings.
  • Exhibit strong problem-solving skills and the capability to adapt to evolving customer needs and market trends.

Package:

  • Basic Salary – completely negotiable based on experience (happy to discuss – they want the right person)
  • Bonus
  • Car Allowance (paid monthly)
  • 25 days annual leave, PLUS bank holidays (increases over time)
  • Pension scheme
  • Private healthcare
  • Life assurance
  • Plus a number of other benefits

This is a great chance to join a market leading company who can offer a huge amount of career potential moving forward.

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