Head of Customer Services

6 months ago

NewcastleunderLyme, United Kingdom InCap Electronics UK Full time

**About the Role**

As the Head of Customer Services, you will be joining an established, pro-active and enthusiastic team to ensure that quality, cost and delivery are continually improved on several key customer accounts. You will help to revolutionise the department and drive forward customer satisfaction.

**Main responsibilities**:

- Manage a team of customer account managers ensuring a process driven approach to all aspects of customer relationship management.
- Day-to-day management and co-ordination/prioritisation of orderbooks for customers, delivering on time and high quality products to them as required to ensure the continuation of business growth.
- Ownership of key customers from a commercial perspective whilst managing the customer service team who deliver operational support.
- Growing and developing existing customers, together with generating new business opportunities where possible from those customers i.e. upselling.
- Maintenance of the customer relationship management database.
- Respond to daily customer queries that are more complex than those handled by customer account managers (escalations of second-line level matters).
- Manage customer onboarding and project implementation.
- Manage a detailed account plan for all customers. Ensure information is gathered on customers proactively, assess the customer’s current and future operational and commercial needs when talking to them, and propose alternatives to optimise efficiency and revenue.
- Assist the customer support team to resolve customer enquiries and operational matters within established service level agreements.
- Travelling to customer sites from time to time.

The above is not an exhaustive list of day-to-day responsibilities. Duties should be carried out in accordance with local work instructions and procedures. There may be a requirement for some flexibility within this role.

**About You**
- Essential_
- Relationship management experience and the ability to build trust
- Ability to operate in a team environment and collaborate at a high level
- Ability to operate at high level internally and with customers
- Excellent problem solving skills
- Proven track record of consistent delivery of results in a solution-orientated manner
- Driving licence
- Excellent communication skills and the ability to influence at a high level, both internally and externally
- High level of organisation skills and the ability to deal with multiple complex projects at the same time
- Proficient in Microsoft Office
- Desirable_
- Experience with MRP software

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

Pay: £40,000.00-£45,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: In person

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