Head of Customer Service
4 weeks ago
The Head of Customer Service leads the Customer Support and Service Management departments to deliver world-class customer service to all customers and partners. They champion a customer-centric culture that inspires our colleagues to exceed SLAs.
Key Responsibilities
Service ethos, ticket and escalation resolution
- Deliver to a Customer Service strategy (as agreed with Senior Management), which focuses on creating a customer-centric culture.
- Make sure customer impacting issues, queries or improvements are resolved in a timely manner.
- Personally handle major customer escalations to resolution as necessary.
Team leadership and development
- Motivate, lead, coach, train and support the team to deliver exceptional customer service.
- Make succession plans so that colleagues are proactively readied for their next career opportunities, and so that plans are in place for succession into key roles within the department.
- Champion a culture of recognising and rewarding the right colleague behaviours.
- Coach and monitor management standards within the department to ensure excellent day to day culture, performance, and personal development for all colleagues.
Performance management
- Plan and implement appropriate resource levels (people, systems etc) to deliver the desired service standards, including for peaks of workload.
- Proactively manage, monitor and report on performance of the team and individuals. Ensure feedback results are used in regular coaching and performance improvement plans.
- Champion “lessons learned” or similar sessions with relevant teams to deliver continuous improvement and to prevent recurrence of any customer or colleague impacting issues.
- Produce customer and other reports as necessary.
- Bachelor's degree in relevant subject.2:1 or above,
- Substantial experience in managing customer facing technical teams.
- Substantial experience of leading a service desk.
- Highly technical background, ideally within the CCaaS space.
- Experience in service management and/or customer service reviews.
- Experience of working in an ITIL or ISO certificated environment.
- Exceptional communication, both written and spoken.
- Natural leader, able to motivate and influence others.
- Able to remain calm and focused under pressure.
- Proven ability to deliver continuous improvement.
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