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Head of Customer Service

4 months ago

Crawley, United Kingdom Recruitment Resolution Full time

Seeking an experienced Customer Service Manager with strong team leadership skills, impeccable ability to absorb detail, passion for delivering outstanding customer experience, looking to make a bigger impact.

Top reasons to join this Client:

  • Starting Basic Salary to £70k per annum.
  • + Company Bonus Scheme.
  • Work from well-equipped offices in the Crawley Business District.
  • Prestigious and well-established Designer, Manufacturer & Supplier of Interior Products.
  • New role owing to continued company growth.
  • Excellent career progression as the company continue to scale globally.
  • Opportunity to impact this luxury brand, ensuring outstanding customer experience.
  • Rewarding blend; hands on customer service & order management & team leadership.
  • Collaborative team approach & fast paced company culture.
  • 21 days holiday with an additional 2-4 days off every Christmas.
  • On-site Gym, Pension, Monday to Friday 5 days on site, 7.30am-4.30pm.

Core responsibilities will typically include:

  • Training & leading a small team.
  • Hands on responsibility for all customer service, orders, admin & problem resolution.
  • Maintaining ticketing system in HubSpot.
  • Overall responsibility for success of team, implementation of new processes.
  • Managing and acting upon customer feedback and NPS, ensuring continuous improvement.
  • Establishing best practice and strategy.

Essential Qualifications, Skills & Experience:

  • Hands on experience leading a customer service, customer success, customer experience or sales order management team.
  • Previous experience gained working in a high growth product-based business.
  • Proven success in defining and delivering customer excellence / success strategies.
  • Experienced handling a high volume of customer emails and calls.
  • Natural communicator, highly organised with exceptional attention to detail.
  • Passionate about delivering exceptional Customer experience.
  • Competent on MS Office Suite
  • Natural affinity with data, & utilising this data to drive improvement.
  • Used to working with a CRM, order management system or ticketing system.