Head of Customer Services

2 months ago

Smethwick, United Kingdom Connectment Full time

**Job Title: Head of Customer Service**

**Location: Smethwick, United Kingdom**

**Salary: £50 - £50K + Car Allowance**

The Head of Customer Service will be instrumental in revolutionising our clients customer experience department. This role demands driving performance through instigating KPIs, nurturing our team culture and engagement, ensuring a customer-focused approach, and refining processes and systems to surpass customer expectations.

**Main Duties and Responsibilities**:
1. Revolutionising the Customer Experience Department
- Evaluate existing customer service protocols and pinpoint areas for advancement.
- Devise a strategy that heightens the caliber and efficacy of our customer experience.
- Liaise with other departments to weave customer-centric methodologies throughout the company.

2. Introducing KPIs
- Establish key performance indicators correlating with our company's customer experience objectives.
- Continuously monitor, assess, and relay KPI outcomes to stakeholders.
- Periodically adjust KPIs to accommodate shifting business requirements and customer feedback.

3. Elevating Performance
- Guide, support, and upskill the customer experience team to meet and surpass performance criteria.
- Instigate performance incentive schemes that promote outstanding performance and innovation.
- Set in place regular review systems to ensure the team remains aligned and enthused.

4. Nurturing Culture and Engagement
- Foster a positive, team-oriented, and customer-driven culture within the department.
- Initiate team-building events and programmes.
- Encourage open dialogue, value team feedback, and build a sense of shared ownership and pride.

5. Prioritising the Customer
- Develop an in-depth understanding of our customers, addressing their needs and concerns.
- Advocate for the customer's perspective within the organisation.
- Establish mechanisms to capture and act upon customer feedback efficiently.

6. Refining Processes and Systems
- Recognise and rectify inefficiencies in current protocols and systems.
- Collaborate with IT and other internal departments to enhance systems.
- Champion the adoption of innovative tools and methodologies that enrich the customer experience.

7. Reporting and Analytics
- Generate comprehensive reports and in-depth analysis of key performance metrics, customer feedback, and emerging trends.
- Provide actionable insights and recommendations based on data analysis to improve customer service operations and drive satisfaction.
- Utilize data-driven decision-making to identify opportunities for process optimisation, cost savings, and service excellence.

**Requirements**:

- Dedication to customer satisfaction.
- Strong leadership and talent development skills.
- Proven track record in customer service or contact centre management.
- Exceptional leadership skills with a demonstrated ability to motivate and develop teams.
- Excellent interpersonal and communication skills, both written and verbal.
- In-depth knowledge of customer experience best practices and a keen understanding of industry trends.
- Proficiency in utilising customer service technologies and CRM systems.
- Analytical mindset with the ability to derive actionable insights from data.
- Strong problem-solving and decision-making abilities, coupled with sound judgment.
- Results-oriented mindset with a continuous improvement focus.
- Flexibility and adaptability to thrive in a fast-paced, dynamic environment.
- Demonstrable personal resilience and ability to overcome obstacles to achieve targets.
- Work collaboratively to achieve business targets and obtain cross-team engagement with goals.
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organisation.
- Ability to work to tight timescales.
- Self-motivated and capable of working with mínimal supervision.

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

**Salary**: £50,000.00-£55,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

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