Head of Customer and Admin Support

3 weeks ago

Coalville, United Kingdom Oakland International Full time

**Shift Pattern: Monday to Friday between the hours of 08:00 and 18:00**

**Responsible for**:

- **Our Vision**:_* _A Responsible Family Enterprise That Shares Focus on Delivering Sustainable Growth Through Partnerships, Collaboration & Innovation with an Environmental & Social Conscience._*
- **Our Mission**:_* _Working Together to Deliver Solutions That Make A Difference_*

**Job Purpose**:
Reporting to the Operations Director, the Head of Customer and Admin Support will manage and lead the Customer Excellence team to ensure focus and proactive management of customer challenges to create successful ongoing engagements that drive value to customers and to our business.

**Key Tasks / Responsibilities**:

- Responsible for the management and performance of all aspects of the Customer Excellence teams.
- Ensure that full stock accountability by Oakland is maintained for our Customers stock whilst in our control.
- Review, determine and implement strategic direction of the Customer Excellence team.
- Identify and implement improvements to the customer journey for the benefit of customers and the customer excellence team.
- Increase/drive market & internal awareness of what we do, and what services and value we can provide for customers.
- Ensure our teams’ proactively engage with customers to help them understand the impact of challenges on their business, to include the Proof of Delivery returns process.
- Liaise with other departments on a regular basis, in particular the Warehouse and Sales team to ensure a joined up and effective service.
- Track service delivery and drive performance improvements where this is having a negative impact on customers.
- Regular performance reporting for Board/Management team meetings
- Quality, timely sharing of information, and development of KPI’s, SLA’s and metrics dashboards around customer service, support and experience.
- Monitor and act on measures of customer satisfaction results.
- Oversee the claims process to ensure any claims are managed to a conclusion in a timely manner.
- Ownership and development of the customer service management system.
- Promote a ‘customer first’ culture throughout the business.
- Develop the Customer Excellence Team as a centre of expertise for high quality customer facing deliverables and customer informed thinking.
- Role model customer centric behaviours to support the Operations Director in embedding a customer centric culture across the business.
- Develop customer service manuals, training material and programs for internal team member training.
- Line management responsibilities including annual Performance Development Reviews, and identifying training and development opportunities for your team.

**Generic Responsibilities**:

- Demonstrates and works in line with Oakland company values.
- Build working relationships with colleagues both within the department and throughout the company.
- Awareness and promotion of Health and Safety regulations for your department and self.
- Attend meetings as required.
- Maintain employee and organisational confidentiality in line with the Data Protection Act & GDPR.
- Demonstrate commitment to equality and diversity.
- Participate in required learning and development activities.
- Comply with operational and legal requirements applicable to your role / business area.

**Job Types**: Full-time, Permanent

**Salary**: £45,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- On-site parking
- Referral programme

Schedule:

- Day shift
- Monday to Friday

Work Location: One location

Reference ID: HCSA 230103

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