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Head of Customer Service
2 months ago
Job Title: Head of Customer Services
Location: Bishop's Stortford
Contract Details: Full-time, permanent position
Salary: £40,000
About Our Client:
Our client is a leading FMCG brand specialising in the production and distribution of arts & entertainment ware across the UK and Europe. With a commitment to quality, innovation, and customer satisfaction, they cater to a diverse range of B2B clients. As they continue to expand, they are seeking a dynamic Head of Customer Services to lead their customer service operations and ensure exceptional service and support for their clients.
Benefits & Perks:
Competitive salary
22 holidays per annum + bank holidays
Private Health Insurance
Opportunity to work in a dynamic and growing organisation
Professional development and training opportunitiesResponsibilities:
Customer Service Management: Lead and manage the customer service team to deliver outstanding service across all customer touchpoints, ensuring customer satisfaction and loyalty.
National Account Management: Develop and maintain strong relationships with national accounts, ensuring their unique needs are met and driving continuous improvement in service delivery.
CRM & ERP Integration: Oversee the implementation and optimisation of CRM systems and ERP software, ensuring seamless integration with customer service processes and operations.
Team Leadership: Mentor and develop a high-performing customer service team, fostering a culture of excellence, accountability, and continuous improvement.
Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the customer service function, reducing response times and increasing customer satisfaction.
Performance Monitoring: Set and monitor key performance indicators (KPIs) for the customer service team, providing regular reports to senior management on service levels and customer feedback.
Desirable (Knowledge, skills, qualifications, experience):
Experience: Minimum of 5 years of experience in customer services, with at least 3 years in a leadership role. Experience in the FMCG sector is highly desirable.
FMCG Sector Experience: Previous experience in the FMCG sector is highly desirable.
Technical Proficiency: Familiarity with CRM systems and ERP software.
Language Skills: Fluency in English and one other European language (e.g., German, French, Spanish, Italian, Polish).
How to Apply:
If you are a highly motivated and experienced customer service professional ready to take on a leadership role, we would love to hear from you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
