Head of Customer Service

2 weeks ago

Lancaster, United Kingdom Vp plc Full time

Our Head of Customer Service is a newly created strategic role reporting into the Marketing & Customer Service Director at Groundforce Shorco.

The role is responsible for providing leadership and direction to 3 regional hire centres by working closely with the Hire Desk Managers in order to create consistency and alignment.

**Duties include**
- Manage and lead a team of Hire Desk Managers across three hire centres in the UK.
- Develop professional and timely processes to ensure customer satisfaction by addressing and resolving customer inquiries and complaints.
- Develop and implement customer service policies and procedures to ensure consistency in service delivery across all hire centres.
- Monitor and analyse customer service metrics and use data to drive improvements in customer satisfaction.
- Collaborate with other departments, such as technical, sales, operations and marketing, to ensure customer service aligns with overall company goals and strategies.
- Manage customer service budget and resources, including resourcing and training.
- Stay up-to-date on industry trends and best practices in customer service, and identify opportunities for continuous improvement.
- Continuously improve the customer service experience, through the use of customer feedback data, technology, and other tools.
- Be responsible for the reconciliation and management of annual and rolling stock takes, ensuring all problems and discrepancies are resolved without delay.
- Manage the fleet holding and its movements to meet demand, liaising with the external sales, transport and operational staff to ensure viability of orders.
- Oversee the integration of Omni-channel technology, such as ZenDesk, telephony and chat integration, to enhance the customer service experience and improve customer engagement.
- Monitor and analyse the effectiveness of Omni-channel technology, and use data to make adjustments and improvements.

**Role Requirements
- Have a proven track record of leading and managing teams to deliver exceptional customer service.
- Have strong leadership, communication, interpersonal and influencing skills.
- Have the ability to analyse data and make data-driven decisions.
- Be experienced with Omni-channel technology and its integration in customer service.
- Must have the ability to work in a fast-paced, deadline-driven environment.
- Be a strong problem-solver with the ability to think creatively.
- Ideally have a Bachelor's degree in Business Administration or a related field.
- Although not essential, previous experience in the rental industry is a bonus.

**About us**

Groundforce is the market leading rental provider of excavation support systems and specialist products for the water, civil engineering and construction industries. The divisions of Groundforce operate throughout the UK, Ireland and mainland Europe. Our commitment to developing our vast product range means Groundforce’s customers can be certain of innovative products and a comprehensive service.

Our people are what makes our business successful and we aim to provide a great place to work, where every employee feels valued and has the opportunity to fulfil their potential.

Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.

**Why work with us?**
- 55-60K annual salary
- Company car
- 28 days holidays including Bank holidays
- Additional Holidays - Salary Sacrifice
- Private Healthcare
- Life Assurance
- Employee Assistance Scheme
- Health Benefit Scheme
- Health Shield, Flu Vaccine, Eye Care Vouchers
- Company Sick Pay
- Discounted Gym Membership
- Recommend a Friend Scheme
- Employee Tool Hire at Brandon Hire Station
- Excellent Training and Development Opportunities

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