Head of Service Delivery

3 weeks ago

Coalville, United Kingdom Ibstock Brick Full time

Ibstock plc is a market leading manufacturer and partner of choice for innovative clay and concrete building products, building the face of Britain for over 200 years.

We’re no ordinary manufacturing business. Through our principal products of clay bricks, brick components, concrete roof tiles, concrete stone masonry substitutes, concrete fencing, pre-stressed concrete products and concrete rail products, we’re committed to providing new solutions to today’s social and environmental challenges for the new build housing and domestic repair, maintenance, improvement markets (RMI) and infrastructure.

Many of our long-standing customer relationships have lasted over 40 years. Our customer focus is based on quality, service and consistency and our service-led ethos is one of the key drivers in the growth of our market share over the past 10 years.

We are currently looking for a new Head of Service Delivery to join us.

**As our Head of Service Delivery, you will be responsible for**:

- Overseeing the definition, development and implementation of strategy for customer service and scheduling (commercial operations) within the Clay Division
- Seeking feedback from customers and internal stakeholders proactively in order to understand current state/value and where improvements can be made to provide a better working experience
- Building partnerships with wider Business stakeholders to define and determine service and delivery criteria (current and future state) and proactively explore solutions
- Establishing strong internal relationships with the commercial operations team, empowering Customer Service Manager, Sales Office Managers and Scheduling Managers to review, streamline and embed customer service policies and procedures, with forward-thinking creativity
- Driving cultural standards of compliance, quality, customer-centric focus across Commercial Operations, prioritising engagement and employee welfare
- Implementing process improvement initiatives which maximise efficiency, effectiveness and provide a high class service for both internal stakeholders and external customers
- Assisting the wider Clay Sales Team to execute potential opportunities in order to drive profitable growth for the Business, utilising customer feedback, performance metrics and insight
- Deeply understanding service performance (KPIs), customer satisfaction levels (internal and external), trends and risk, using this analysis to scope improvements to customer experience and avenues for cost-savings and investment, and presenting recommendations to the Leadership Team
- Managing and overseeing the commercial operations budget, identifying avenues to reduce costs without sacrificing customer satisfaction

**Line Management**:

- Overseeing the performance of the Commercial Operations Team, conducting regular meetings with department heads to explore performance and development opportunities, and taking corrective action to rectify and resolve any concerns
- Conducting regular reviews with direct reports, identifying any areas for improvement, development and cross-training within the team (multi-skilled), and other activities linked with the employee lifecycle
- Helping the Sales Director (Clay Division) build a culture of high performance, professionalism and continuous improvement within the Sales & Commercial estate

**As our Head of Service Delivery, we would like you to h**ave**:

- Demonstrable service delivery / customer service leader experience - orientated to providing the best service and solution to customers, and ability to adapt / act with agility
- Knowledge of key customer service / sales processes, with good understanding of costs, pricing and profits, and experience in developing strategy and implementing and improving processes
- Strong interpersonal skills (written and verbal) with the ability to influence and build strong and collaborative relationships with internal and external stakeholders
- Ability to lead change, encouraging others to follow
- Determination to implement measures and insight which can inform and improve service
- Flexible and enthusiastic approach to task, and able to work under pressure and use own initiative
- Confidence in utilising sales systems (such as CRM, JDE etc.)

Key Skills
- Commercial and business acumen and appetite to help grow the business
- Ability to build strong and sustainable relationships
- Proven resilience
- Strong drive to deliver results and improvements, challenging the norm
- Able to build trust and confidence
- Tenacity

Ibstock PLC are committed and passionate about building a diverse environment. We are proud to be an Equal Opportunity employer. You will receive consideration for employment without regard to gender, gender identity or expression, sexual orientation, race, religion, national origin, disability or age.

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