Head of Customer Service

6 months ago


Swansea, United Kingdom Flotek Full time

**Job Title**: Head of Customer Service

**Location**: Swansea, travel required across UK when required for regional office visits

**Salary**: £30,000 - £35,000 (Depending on Experience)

**Job Type**: Full time permanent

**Working Hours**: Monday to Friday - 9.00am to 5.30pm (Flexible Hours within 8am - 6pm)

**About Flotek**:
Flotek Group is a dynamic and innovative technology company with a nationwide presence. We specialise in providing IT and communication solutions to small and medium-sized businesses across the UK. Our mission is to empower businesses with cutting-edge technology while delivering exceptional customer service.

**Job Role**:
We are seeking a passionate and customer-focused individual to lead our Customer Service teams, across support, sales & project delivery. As the Head of Customer Service, you will play a pivotal role in ensuring our clients receive outstanding support and service throughout their journey with us. This role is based in Swansea.

**Key Responsibilities**:
**Leadership**: Lead, inspire, and manage all team leaders & members, fostering a culture of excellence, empathy, communication, and collaboration.

**Strategy**: Develop and implement customer service strategies to enhance customer satisfaction and loyalty, aligning with the company's business objectives.

**Process Improvement**: Continuously evaluate and improve customer service processes and procedures to streamline operations and drive efficiency.

**Customer Advocacy**: Champion the voice of the customer within the organisation, ensuring that customer feedback is heard and acted upon.

**Training and Development**: Provide training and development opportunities for the customer service teams to enhance their skills and knowledge.

**Metrics and Reporting**: Establish key performance indicators (KPIs) to measure the success of the customer service department, and regularly report on progress to senior management.

**Issue Resolution**: Oversee the resolution of complex customer issues, working closely with cross-functional teams to find solutions.

**Customer Communication**: Develop and maintain clear and effective communication channels with customers, ensuring they are informed and always supported.

**Job Experience Required**:
**Leadership**: Prior experience in leading teams, demonstrating effective leadership skills.

**Customer Service**: Background in customer service management or a related field.

**Industry Familiarity**: Basic understanding of the technology industry or similar fields.

**Process Improvement**: Ability to identify and implement process improvements.

**Problem-Solving**: Strong problem-solving skills and experience in handling customer issues.

**Communication**: Excellent communication skills, both verbal and written.

**Training**: Experience in training and developing customer service teams.

**Customer Focus**: A commitment to delivering exceptional customer service.

**Renumeration and Benefits**:

- Basic Salary of £30,000 - £35,000 (Depending on Experience)
- Bonus package on delivering KPIs.
- Staff Share Equity Scheme
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)



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