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Head of Customer Service
3 months ago
Company
Nigel Wright is delighted to be supporting a successful logistics business with a base in the North East in their search for an experienced head of customer service to lead a busy, fast paced customer service function.
Role
Reporting into the Managing Director, you will be responsible for leading and developing a team of 5 experienced customer service executives to deliver an outstanding level of service to a regional customer base.
- Providing day to day leadership, management, coaching and mentoring to the team of Customer Service Advisors.
- Cross functional internal stakeholder management, to ensure that relationships, communications, support and assistance between the customer service department and the rest of the business are outstanding.
- Handling escalations from external customers and internal functions.
- Continuously improving the customer service systems and processes and striving to achieve a best in class function.
- Wider engagement with the management and leadership team to support the delivery of the Company business plan and growth strategy.
- Provide solutions to complex administrative and service issues
- Measure customer satisfaction & disseminate feedback
- Manage key accounts, working to develop long term relationships.
Experience:
- Customer focused, solution orientated approach is essential.
- Previous experience handling complaints and negotiation skills are essential.
- Strong IT skills and the ability to learn and utilise new systems swiftly and effectively.
- The ability to manage escalated customer service situations with internal and external stakeholders.
- The ability to review and constantly improve customer service systems and processes, in conjunction with relevant stakeholders.
- Team player with a proactive and positive approach.
- Office based role Monday
- Friday
