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Head of Customer Service
3 months ago
Head of Customer Service
Location: West Midlands
Role Overview:
As the Head of Customer Service, you will work with the Senior Leadership team to elevate the business’ customer performance and reputation. You will lead strategically while providing hands-on operational support, inspiring your team to achieve the highest standards.
Key Responsibilities:
- Strategic Leadership: Develop and implement customer service strategies, ensuring robust TPI relationships and KPI achievement.
- Customer Service Excellence: Enhance call handling systems, email processes, and customer communications to ensure top service levels.
- Team Management: Lead and develop the Customer Service team, focusing on recruitment, performance, and employee wellbeing.
- Customer Journey Management: Design and implement tailored customer service journeys for Strategic and Non-Strategic customers.
- Customer Communications: Work with Marketing to create regulatory-compliant customer communications.
- Customer Satisfaction: Conduct and analyse customer satisfaction surveys, building strategies to improve satisfaction.
- Stakeholder Collaboration: Collaborate with internal teams and partners to drive first-time contact resolution.
- Customer Engagement: Attend Strategic Account meetings to provide performance insights and support tender responses.
- Reporting & Analysis: Produce and analyse customer service reports and KPIs for the Senior Leadership team.
- Resource Management: Ensure efficient scaling of the customer service function in line with growth.
Experience Needed:
- Senior-level B2B customer service experience within the UK Energy industry required.
- Proven team management experience and a passion for people development.
- Strong understanding of the end-to-end B2B customer journey.
- Commitment to improving customer experience while reducing costs.
- Excellent communication and interpersonal skills.
- Collaborative team player with a positive attitude.
Location: West Midlands (hybrid working)
Salary: Competitive
If you are an experienced Customer Service Manager, Head of Customer Service, or equivalent level in Customer Operations in the UK Energy industry, please get in touch with your CV.
Head of Customer Service
