Head of Customer Service

4 weeks ago

Burnley, United Kingdom Panaz Ltd Full time

About Us

At Panaz we are leaders in delivering premium textiles and exceptional customer experiences in the hospitality healthcare and workspace sectors. We are committed to quality innovation and excellence in everything we do.

Role Overview

We seek an experienced strategic and peoplefocused Head of Customer Service to lead our dynamic customer support team. This pivotal role requires a forwardthinking individual passionate about enhancing customer experience and implementing effective service strategies. You will align customer service and salesinitiatives with our business goals and drive continuous improvement across all service operations.

Responsibilities for Customer Service Leadership
  • Develop and execute customer service strategies that enhance customer satisfaction and loyalty.
  • Lead and mentor a team of customer service advisors covering both UK and export markets as well as a small projects teamto achieve excellence in service delivery.
  • Oversee customer service operations ensuring timely and effective resolution of inquiries and issues.
  • Collaborate with crossfunctional teams to ensure a seamless customer journey.
  • Nurture the relationship between Customer Service &their Area Sales Managers.
  • Analyse customer feedback and metrics to drive improvements and innovations in service delivery.
  • Implement best practices to streamline processes and enhance efficiency.
  • Engaging with key customers as relevant.
Key Skills and Competencies
  • Proven leadership experience in a customer service or related field.
  • Strong problemsolving capabilities.
  • Excellent communication and interpersonal skills to engage effectively with diverse stakeholders.
  • Proficiency in customer relationship management (CRM) systems and data analysis tools using multisystem technologies some of which are bespoke.
  • Ability to cultivate a customercentric culture within the team.
  • Innovative mindset with a focus on continuous improvement and efficiency.
Traits for Success
  • An inspirational leader who can motivate and develop a highperforming team.
  • Resilient and adaptable in a fastpaced and evolving business environment.
  • Customerfocused individual with a passion for delivering exceptional service outcomes.
  • Ability to apply sales business development and growth insights to drive customer service and project capabilities.
  • A proactive approach to identifying and addressing customer needs and challenges.
Why Join Panaz as Head of Customer Service
  • Competitive remuneration.
  • Inclusive dynamic and supportive company culture.
  • 25 days of annual leave plus 8 bank holidays.
  • Pension plan and financial wellbeing support.

At Panaz we are committed to building a diverse and inclusive workplace where all employees can thrive. We welcome candidates from all backgrounds to apply. If you are ready to lead our customer service team towards excellence please submit your application through our careers page.

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