Head of Customer Services

1 month ago

Worthing, United Kingdom Rayner Intraocular Lenses Ltd Full time

The Head of Customer Services is a global role, responsible for delivering best-in-class customer service support to Rayner customers across all geographies. The Head of Customer Service is responsible for training, development and optimising the effectiveness and performance of a global team with the aim of improving the overall customer experience and increasing customer satisfaction aligned with the overall business objectives of Rayner.

You will strategically lead and develop Customer Services processes to enhance performance by setting clear accountable performance measures and metrics.

**Key Activities/ Accountabilities**
- Lead and motivate the in-market teams in the execution of their roles to deliver best-in-class customer experience globally.
- Via the management team, direct and manage the Customer Service workflows and day-to-day operations according to business objectives, acting as a point of escalation when required.
- Develop and implement customer service strategies, policies, and procedures aligned with the organization’s overall goals and objectives.
- Full ownership of customer feedback, enquiries and complaints process including the provision of efficient, positive and proactive solutions to issues.
- Drive continuous improvement initiatives to support customer service quality globally.
- Define, communicate and manage the CS team processes, systems and tools
- Work closely with the business, particularly the Commercial and Supply Chain teams, to ensure processes deliver optimal customer satisfaction
- Successfully lead CS related projects, and ensure that complaints are appropriately investigated and corrective action applied to all relevant markets
- Collaborate with the IT department to implement and maintain customer service technologies, including CRM systems to streamline support processes and ensure the system is working optimally.
- Be the AEO representative ensuring all the processes are followed
- Strategically lead Customer service staffing, including recruitment, supervision, development and evaluation
- Provide management information
- Review and update practices in accordance with new or changing environmental policies, standard regulations or changing legislation
- Global owner of the CS function, including spend, optimisation, monitoring and reporting on performance metrics and KPIs and prioritisation of activity.

**Values**:

- **Ambition**: We play to win.
- **Focus**: We put patients first.
- **Integrity**: We keep our promises.
- **Openness**: We are passionate about new ideas.
- **Respect**: We support each other.

**Competencies**:

- Strategic approach to the development of the Customer Service function with a clear understanding of the wider issues impacting the relevant markets.
- Strong commercial awareness
- Leadership and influencing skills. Excellent people manager with an engaging and open management style who is able to train and motivate a diverse team, manage performance and drive productivity.
- Facilitates collaborative, cross-functional working relationships to achieve business goals
- Drive and lead CS team to achieve performance targets
- Proactive in identifying opportunities for improvement and implementing these initiatives
- Able to present information clearly and concisely
- Highly system literate, with the ability to interrogate large volumes of data from a variety of sources Excellent communication skills, ability to adapt approach to different situations and ability to influence cross-functional teams
- Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company
- Understanding of Standard Operating Procedures and Quality Management Systems

**Qualifications**:
**Essential**
- Experience leading a Customer Service function across different geograohies
- Experience in leading, coaching and developing teams
- Experience in continuous improvements and change initiatives
- Able to adapt and succeed in a changing environment
- Able to motivate and communicate with others at all levels
- Excellent written and verbal communication skills
- Project management leadership
- Initiative and problem-solving skills
- Able to travel with reasonable notice
- Fluent in written and spoken English Language

**Desirable**
- Experience in managing multinational teams across countries with additional experience in setting up remote offices in new territories
- Medical industry experience
- Experience in contracts/tenders
- Experience in CRM and ERP systems (Netsuite and SalesForce preferred)
- 2nd language desirable

Schedule:

- Monday to Friday

Work Location: In person

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