Customer Service Lead

5 months ago

Chester, United Kingdom The Business Connection Full time

This is an exceptional opportunity for a Customer Service Lead to join this global company within their prestigious, modern Chester office. The role is a 12-month maternity contract, starting mid-August.

The primary purpose of this Customer Service Lead role is to support the company’s ambition to become number one in service, driving improvements through systems, process and customer feedback to enhance customer experience. The Customer Service Lead will be working closely with all teams to help create amazing customer experience through service excellence.

The hours of work are Monday-Friday 830am-430pm with the option to work from home 2 days a week.

The Customer Service Lead will be rewarded with a fantastic benefits package including company bonus; 26 days’ holiday plus Bank Holidays; contributory pension scheme; life assurance; free onsite parking.

The duties of the job holder are:

- To form part of the management team to ensure customer experience is at the forefront of everything they To drive improvements as part of the team focusing on customer satisfaction.
- To work as part of the customer experience team, ensuring best practices are shared across Primarily focusing on how they use the tools available to enhance our customer interactions.
- Drive and implement improvements to enhance the use of Salesforce as a customer service tool, looking at how they can utilise the CRM tool to better support teams and to ultimately increase customer
- Issue and complaint handling - help to ensure global quality processes are followed and that the company have clear processes in the UK to support customers when things go To manage the complaint handling process to ensure they adhere to regulatory requirements. Work to identify improvement areas through analysing issues and implementing process improvement plans on the back of the findings.
- Work to find better ways of capturing customer Look at methods currently in place and how can the business make the most of the feedback received to improve customer experience.
- Review process flows looking for areas to increase efficiencies to better support customers, this could be using technology or system improvements working with the global teams to align best practices.
- Quality assurance - score all monthly calls for customer service and technical support, work with Team Managers to review calls, provide feedback and identify areas for
- Customer journey mapping - Identify improvement areas through investigating customer journeys, work on finding best practices, implementing improvements and ensuring practices meet the needs of customers.
- Branded experience - help to define, build and roll out what this means for the brand. Create a clear set of guidelines that define the company when dealing with customers through all communication
- Communication - Improve communication internally with all departments and externally with customers, ensuring branded experience is integral.
- Some travel within the UK may be required, attending other company sites or events as determined by your line

The qualifications, knowledge, experience, and competencies required for the role are:

- Good call handling ability: essential
- Focus on continuous improvement: essential
- Complaint handling: essential
- Customer service experience: essential
- IT skills - MS Office: essential
- CRM (Salesforce) experience: desirable
- ERP experience: desirable

Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.

We are an equal opportunities agency and welcome applicants from all backgrounds.

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