Head of Customer Service

6 months ago

AshbyDeLaZouch, United Kingdom Citron Hygiene Full time

Great companies start with great people

Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers. At Citron Hygiene, we have created a fun, inclusive, collaborative, and team-oriented culture. All departments work together to achieve company goals, with camaraderie and respect. We are completely committed to fostering a great culture because we value our internal talent and work hard on maintaining an environment that provides opportunity to those who seek it out.

Role Profile
The Head of Customer Service is responsible for the retention nurture and growth of UK customer revenues by the leadership and management of a team of Customer Service Representatives and Channel Inside Account Managers.
Leading by example the Head of Customer Service leads the development of a customer centric culture that focuses on customer needs, requirements, changes in market demand and new sales opportunities.
The Head of Customer Service will establish a process of continuous improvement that develops their team members through coaching and training to create both a high-performance culture.
The Head of Customer Service maintains and enforces strong business ethics that reflect Citron’s policies, standards, and practices within the team and ensures consistent implementation and adherence to the corporate Vision, Mission and Values.
Key Responsibilities
- Lead and manage a team of CSRs and CIAMs to defined and targeted activity (input) and performance (output) metrics through coaching, training, modelling and the use of sales analytics to determine areas of strengths and weaknesses in individuals and the team, taking action as necessary.
- Ensure an effective structured scheduled plan and timeline of customer care calls actively owning customer management and retention initiatives. Leading initiatives and activity where appropriate.
- Identify, qualify, process and respond effectively to new sales and business opportunities from new and existing customer prospects.
- Allocate and manage team resources to respond, Investigate, analyse, and resolve customer satisfaction complaints and service issues in accordance with company processes and policies.
- Ensure the consistent use of SFDC and other company defined IT systems to effectively manage team activity, retention KPIs and forecast and track sales
- Communicate both internally and externally in an effective and professional manner with other functional leaders to effectively represent the voice of the customer and develop consistent deliverable Washroom Hygiene Solutions.
- Work in partnership with Service Centre Management, field sales, finance and marketing leadership teams, as well as regional Operations to enhance the service offering available to new and existing customers.

Additional Responsibilities
- Attend internal meetings and trainings fully prepared with relevant current data on customer trends and market opportunities, promoting a positive and professional customer service attitude in the office and on calls
- Ensure the high standards required by Citron for customer service and environmental consciousness are maintained
- Follow the Citron policies for team members, especially but not limited to the Commercial DOA, Pricing book, SFDC policies, tender processes and standard codes of Ethics and Health and Safety that ensure Citron is a great place to work for all team members
- Research and maintain knowledge about the hygiene, washroom and consumable market in the defined territory, including awareness of competitor activity and new legislation, sharing with customer service team members and sales leadership teams as appropriate

Knowledge and Experience
Essential
- 10 years management experience leading customer service and sales teams ideally in a service orientated environment.

Desirable
- Industry relevant sales experience is not essential
- Demonstrable track record of driving excellence in customer service delivery and sales growth in a telephone based customer service and sales environment.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities throughout the recruitment process and to perform the essential functions of this position.

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