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Head of Customer Service
3 months ago
My client is looking for a Head of Customer Services who will be responsible for leading the operational functions within Customer Operations and aligned to the longer term Customer Experience vision.
Responsibilities:
- Lead and motivate the operational areas performance and delivery in all aspects; developing an effective operational leadership team that delivers results through engaged employees that drives great customer outcomes and delivers against the strategic objectives,business imperatives, and fulfils regulatory needs.
- Manage outsourced supplier/partner arrangements in all aspects of performance including performance and relationship management, oversight of scheduling, budget, and operational adherence with relevant Customer Operations requirements via Resource Planning
- Resolve complex customer issues and problems that arise, using root cause and problemsolving techniques to prevent repeating issues that improve customer experience / satisfaction, increase customer retention, and reduce operational costs.
- Accountable for ensuring escalated customer complaints are managed within FCA regulated timescales, ensuring that all requirements are consistently delivered.
- Work closely with root cause teams, deciding on their priorities, to eliminate customer dissatisfaction that lead to complaints.
- Represent Customer Operations on Marketing and Product Forums
- Develop and deliver KPIs and Key Risk Indicators for each area of responsibility and manage the department's delivery and output via a framework of prudent and effective controls which enable risks to be assessed and managed appropriately.
- Extensive management/senior management experience within a customerfacing environment
- Significant experience of outsource and supplier management as a client and also as a provider
- Experience of implementing and managing risk, financial/budget management
- Significant experience in people management and effective team leadership
- Experience of operating in both B2C and B2B environments
- Welldeveloped interpersonal, influencing and communication skills
- High levels of selfawareness and emotional intelligence
- Able to share information, listen and create twoway dialogue to build openness and commitment
- Ability to lead, coach, motivate and develop people, creating a widespread commitment to achieving business goals and understanding risk culture of the business
- Proactively focuses on continual professional development for self and others
- Able to balance both commercial performance with employee experience and engagement, ensuring fair treatment, transparency and value to customers and employees.
- Strong relationship building skills with proven ability to create a common purpose and involve others to maximise the contribution of all
- Proven ability to analyse and interpret issues objectively and make sound decisions for the business
- If you would like this job advertisement in an alternative format, please contact MERJE directly._
