Head of Customer Service and Business Improvement
2 days ago
My client is a nationwide fleet management company looking for a Head of Customer Service and Business Improvement.
**Main Purpose of the Role**
To manage the Support Services Team ensuring all clients and client stakeholders experience a "Customer First" level of care.
To manage the Business Improvement function including internal and external audit processes.
To support the Account Managers, Account Executives and Account Administrators in the delivery of "Customer First" to the client base.
**Accountabilities**
**Strategy**
Assist with shaping the strategy, services and products delivered to the client base. Ensure customer service delivery excellence whilst maximising profitability. Develop and promote a culture of continuous improvement focusing on improving customer experience.
**Management**
Lead the Support Services team enabling the safeguarding and growth of profitable revenue streams.
Work collaboratively with other department stakeholders ensuring effective and profitable delivery of "Customer First" to the client base.
Define and implement commercial, operational and account management best practice within the Account Management department.
**People Performance**
Monitor the performance and nurture the potential of your team and provide direction, mentoring, training and motivation necessary to secure their commitment, competency whilst adopting and upholding the company’s Values, Mission and Givens
Facilitate training on business systems, processes and procedures within the team and department (and to other departments where necessary) to new starters and existing staff.
Carry out recruitment for relevant department roles as required.
**Contract Implementations**
Oversee client contract implementations to ensure a seamless transition from the Business Development team to the Account Management team.
Assist the Account Management team with the implementation of additional products and services for existing client contracts as and when required.
**General**
Overall responsibility in conjunction with the Senior Management team ensure that quality management systems are complied with, maintained and progressed within the company in accordance with company procedures and processes and Standards.
To provide support and technical advice to both internal and external parties and to support new business development initiatives as and when required.
**Requirements**:
Strong stakeholder management experience and proven ability to communicate, negotiate, present and influence at the all levels up to and including Executive Board.
Ability to deliver high levels of customer service and client satisfaction whilst managing client expectation. Earns trust and maintains confidences.
Significant proven Client Management experience within the sector or related industry.
Proven experience of leading, coaching and inspiring Client facing teams fostering a culture of high performance.
A proven track record in process re-engineering and delivering business improvements, which enhance the customer experience and allow the business to achieve the highest levels of customer satisfaction, client retention and service levels, whilst remainingprofitable.
Experience of working with client contact systems and database.
Strong data and analytical skills with complementary ability to transform data into actionable insights.
Highly proficient in MS Office
Good general standard of education
Full Clean Driving Licence
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