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Head of Customer 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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