Head of Customer Service

2 weeks ago


Worcester, United Kingdom Springpack Ltd Full time

**About us**

Founded in 1975, Springpack is a family run business which successfully operates in the protective packaging industry.

Springpack is a carbon neutral company with a major part of our mission being to provide our customers with best-in-class eco-friendly protective packaging products and services.

Our expert team also referred to as the packaging pro’s, understand your individual needs and provide an expert service that makes us the one of the most trusted providers for guaranteed high quality.

Rest assured, all our packaging products provide the essential quality, convenience, and performance for our customer’s needs.
- Modern office setting
- Food provided
- Growth opportunities
- Wellness programs

To facilitate the delivery of excellent customer service processes throughout the organisation, ensuring everybody is meeting standards and maintaining customer satisfaction. Working closely with the sales, marketing, purchasing, and logistics teams to ensure we are providing a smooth service for customers company wide. Giving a high level of customer support is part of the Springpack mission that involves everybody working together towards common goals. The Head of Customer Service must have a strong customer relations background and a proven track record of excellent leadership.

**Responsibilities**:

- Implement change and improvements that increase customer retention and brand loyalty
- Set targets for their team and establish measurable guides to monitor the department's success
- Direct and manage all activities relating to the delivery of effective customer service
- Liaise with other department heads and leadership team across the organisation
- Implement and maintain effective methods for gathering customer satisfaction data
- Develop plans and targets for the customer service team
- Delegate tasks to the team to ensure the smooth running of the department
- Analyse and interpret data relating to customer service effectiveness
- Manage and maintain long-lasting relationships with customers and clients
- Control expenses and monitor budgets for the department
- Support other departments with customer-service-related issues
- Organise training and facilitate the development of the customer service team
- Assist with recruitment and appraisals of new and existing team members

**Salary**: £35,000.00-£45,000.00 per year

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Free parking
- Gym membership
- On-site parking
- Wellness programme

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- WORCESTER: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service Management: 3 years (required)

Work Location: One location

Expected start date: 02/01/2023



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