Head of Customer Service

5 months ago

Crewe, United Kingdom Radius Payment Solutions Full time

Job Advert

**Job Title**: Head of Customer Service

**Location**: Crewe, CW1 6EG

**Salary**: Flexible, we want to match your skills and experience to the right salary.

**Heard of us?**

We’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions. We support our customers with a range of products and services to meet their needs.

Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.

We have over 400,000 customers worldwide with over 50 offices across Europe, North America, Asia, Australasia and Africa and over 2,800 staff, primarily in the UK and Ireland.

This is where you come in... The role of the **Head of Customer Service **is extremely important to us. You will be responsible for the overall performance of the Customer Service team including the leadership and development of department Managers, ensuring KPIs are met and service excellence is achieved and maintained.

We would love to welcome you to our Crewe facility where you’ll report into Ian Brownrigg, Director of Account Management and will be responsible for a structure consisting of 40 agents and 5 managers.

**Some of your responsibilities day to day will be**
- Managing the delivery of Service KPIs, including but not limited to: Abandonment Rate, Average Handling Time, 1st Call Resolution and Customer Satisfaction
- Reducing customer churn across all portfolios
- Owning our “Leaky Bucket” programme of work to drive customer experience across the UK Fuel operation
- Running our call quality function and working with the business to improve all customer interactions
- Analysing MI to recognise trends and patterns in call volumes to understand customer behaviour and to recommend and implement process changes to drive call answering efficiencies while improving customer experience
- Managing and improving our complaints processes to ensure complaints are resolved within agreed SLAs and all reporting is completed to support root cause analysis sessions
- Complete weekly reporting of Customer Service & Complaint performance

**What do we expect of you?**
- Aiblity to coach and develop the management team in line with succession planning
- Be accountable for the effective management and review of individual and team performance
- Take responsibility for the recruitment and headcount within your area with the integration and support of HR,
- Prior experience in managing the Trustpilot and NPS objectives to maintain and exceed customer satisfaction targets
- Call centre background with operational experience
- Strong communicator with effective leadership capabilities.

**What can you expect of us?**

Your impact on Radius will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.

Not only will you have the chance to further your career development within Radius, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, Commission scheme, Enhanced Maternity pay, Cycle to work and Electric Car Scheme a whole host of options to support your physical, mental, and financial wellbeing.

And of course, you will be part of modern purpose-built space in Crewe that will provide you with an outstanding working environment (complete with free gym access, canteen, games rooms and coffee bar style break out rooms).

**Still curious?**

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.
- We do not accept speculative agency CVs. Any CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR._

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

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