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Head of Customer Services

2 months ago

Slough, United Kingdom Gleeson Recruitment Group Full time

HEAD OF CUSTOMER SERVICES

Slough, Berkshire

Up to £55K, Permanent


Are you a customer service expert with a passion for leading and developing your team? Are you looking for an exciting opportunity to improve the end-to-end customer experience for a dynamic and growing company? If so, this could be the perfect role for you.


We are working with a highly profitable, market leader, who is seeking a Head of Customers Services to join their operations. Reporting in the Operations Director, your role will be focused on leading and developing a team responsible for delivering a premium customer service experience across multiple channels. As the Head of Customer Services, you will be responsible for developing process and performance improvements to ensure the company is delivering exceptional customer service.


This is a full-time, permanent position, which requires the successful candidate to work flexibly across a 7 day operational week. You will be required to work 4 days either in office, or out on the road, with 1 day working from home. Additionally, there will be the requirement to work 1 weekend per month.


KEY RESPONSIBILITIES:

  • Providing leading-edge "Proactive" & "Reactive" contact strategies that are customer defined.
  • Managing all customer service processes, remembering that the company is becoming more proactive and engaging with customers.
  • Coordinating customer projects, including mobilisations, special events, and bespoke requests from the customer.
  • Leading, motivating, communicating with, developing, appraising, and performance managing staff to ensure they are fully motivated to achieve best performance to meet the company's needs.
  • Ensuring the department operates in accordance with Company policies and procedures.


KEY REQUIREMENTS:

  • Strong influencing and negotiation skills.
  • Ability to build good, sustainable relationships with Customers and wider functions.
  • Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.
  • Confident with the ability to challenge poor performance and deliver marked change for customers.
  • Ability to multi-task and be resilient in a high pressured and fast-paced environment.
  • Full, Clean UK Driving License (located within


BENEFITS:

  • Hybrid working; please note this is 1 day working from home, and 4 days in office / meeting clients on-site for SLA reviews
  • Opportunity to work for a dynamic and growing company.
  • Chance to lead and develop a team responsible for delivering exceptional customer service.