Head of Customer Service

2 weeks ago


Sheffield, United Kingdom A for Appointments Full time

**Head of Customer Service**

**Full Time Monday
- friday 9:00-5:30pm**

**Hybrid (based in Sheffield)**

**£45-£60k salary**

To be proficient and hit the ground running in this role, you will have come from a call centre background or are used to dealing with a high volume of incoming calls.

We are looking for a Head of Customer Service to lead a successful Customer Service Team of 18 -30 Customer Service Advisors, inclusive of 3 team leaders. You will be accountable for the successful handling of all customer contact and the management, training,development, and recruitment of the team.

You’ll report to the Director of Customer Operations and be part of the wider Operations Team.

**Key responsibilities**
- You will design and write complex processes and training guides, communicating changes effectively to other teams and collaborating on changes which impact multiple teams
- Coach and develop the Team Leaders and manage the team to ensure both the quality and service level targets are met, looking to improve both efficiency and customer experience
- Resource plan for the year based on expected customer numbers and recruit accordingly
- Ensure the team are trained effectively and clear on their role and responsibilities and tasks are clearly allocated
- Collaborate with the other departments to deliver against business objectives cohesively
- Present key stats and performance to the Directors, taking ownership for the success of the department

**Skills and experience**
- 3 years’ minimum experience in a customer service management role
- A people person, a leader and someone who knows how to get the best from your team
- You know what good customer service looks like and how to measure it
- You are a problem solver who is proficient in process analysis and design of training material
- You are experienced in training and coaching a team, and managing Customer Service Team Leaders
- You are a collaborator who is comfortable working with a wider team to agree changes and improvements which work for all
- You are proficient in working with data, presenting key performance stats and interpreting data trends
- **Experience of the Energy/Utilities industry is beneficial but not essential. Full training will be given**

**Benefits**

Competitive salary

Bonus

Hybrid working

Gorgeous urban office space

Breakout/social tasking



  • Sheffield, United Kingdom University of Sheffield Full time

    The Head of Customer Services is a new role within Estates and Facilities Management. We are seeking a dynamic and high performing individual with a track record of success in working with a large and diverse range of stakeholders and customers. The postholder will be responsible for the EFM Helpdesk, the operation of the University’s work scheduling...

  • Head Service Driver

    2 weeks ago


    Sheffield, United Kingdom Andy File Associates Ltd Full time

    Andy File Associates are acting as a Recruitment Agency on behalf of our rapidly growing, Sheffield based Washroom Services Company Our client is a washroom services and clinical waste station serving businesses around the UK. The head service driver will be responsible for customer service / leading the driver team, recruitment of new drivers...

  • Customer Service Assistants

    Found in: beBee S GB - 1 week ago


    Sheffield, United Kingdom Meridian Business Support Full time

    Sheffield train station is expecting to be very busy over the 4 day Easter weekend and we need your help for customer service assistant roles! Ideal for students and those looking for some extra casharoundEaster! Do you have face to face customer service assistant experience? Do you enjoy working with the public and assisting them? Would you be happy working...


  • Sheffield, United Kingdom Glu Recruit Full time

    **Ref**: 390 **Role**:Customer Services Administrator **Salary**:£26,000 **Location**:Sheffield **The role** To provide administrative support to a group of Orthopaedic, Spinal, General, Gynaecological and Urological Consultants, working flexibly with other administrative employees within the team. The post holder will be required to take...

  • Head of Service Operations Centre

    Found in: Appcast UK C C2 - 2 weeks ago


    Sheffield, United Kingdom Auxilion Full time

    Head of Service Operations CentreA rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations.The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our Shared...


  • Sheffield, United Kingdom Auxilion Full time

    Head of Service Operations Centre A rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations. The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our...

  • Head of Service Operations Centre

    Found in: Appcast UK C2 - 2 weeks ago


    Sheffield, United Kingdom Auxilion Full time

    Head of Service Operations CentreA rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations.The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our Shared...

  • Head of Service Operations Centre

    Found in: Appcast Linkedin GBL C2 - 2 weeks ago


    Sheffield, United Kingdom Auxilion Full time

    Head of Service Operations CentreA rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations.The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our Shared...

  • Head of Service Operations Centre

    Found in: Whatjobs ES C2 - 6 days ago


    Sheffield, United Kingdom Auxilion Full time

    Head of Service Operations Centre A rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations. The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our...

  • Head of Service Operations Centre

    Found in: Talent UK 2A C2 - 2 weeks ago


    Sheffield, United Kingdom Auxilion Full time

    Head of Service Operations CentreA rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations.The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our Shared...

  • Head of Service Operations Centre

    Found in: Jooble UK C2 - 2 weeks ago


    Sheffield, United Kingdom Auxilion Full time

    Head of Service Operations Centre A rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations. The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our...

  • Customer Service

    2 weeks ago


    Sheffield, United Kingdom Yesss Promotions LTD Full time

    Responsibilities: - Outbound customer acquisition to provide assistance and support - Analyze customer needs and provide appropriate solutions or recommendations - Maintain accurate and detailed records of customer interactions and transactions - Handle customer inquiries, complaints, and escalations in a professional and timely manner - Collaborate with...

  • Customer Service

    2 weeks ago


    Sheffield, United Kingdom Yesss Promotions LTD Full time

    Responsibilities: - Outbound customer acquisition to provide assistance and support - Analyze customer needs and provide appropriate solutions or recommendations - Maintain accurate and detailed records of customer interactions and transactions - Handle customer inquiries, complaints, and escalations in a professional and timely manner - Collaborate with...

  • Customer Service

    2 weeks ago


    Sheffield, United Kingdom Yesss Promotions LTD Full time

    Responsibilities: - Outbound customer acquisition to provide assistance and support - Analyze customer needs and provide appropriate solutions or recommendations - Maintain accurate and detailed records of customer interactions and transactions - Handle customer inquiries, complaints, and escalations in a professional and timely manner - Collaborate with...

  • Customer Service

    1 week ago


    Sheffield, United Kingdom Yesss Promotions LTD Full time

    Responsibilities: - Outbound customer acquisition to provide assistance and support - Analyze customer needs and provide appropriate solutions or recommendations - Maintain accurate and detailed records of customer interactions and transactions - Handle customer inquiries, complaints, and escalations in a professional and timely manner - Collaborate with...


  • Sheffield, United Kingdom First Customer Contact Full time

    **Who are we?** First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across Three franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper...

  • Head of Technology Teams

    Found in: beBee jobs GB - 2 weeks ago


    Sheffield, Sheffield, United Kingdom University of Sheffield Full time

    We have a rare opportunity for you This exciting technically focused Head of Technology Teams (SAP) role will be the leader for a multi-disciplined SAP focused technical team. You will have technical vision and knowledge of SAP enabling you to devise strategies aiding in both technology development and the development of team members.Alongside the...


  • Sheffield, United Kingdom Wake Smith Solicitors Full time

    **Posted**: 06/02/2024 **Type**: Solicitor **Head of Employment and HR Services** We have a unique opportunity for a talented and experienced Employment Solicitor or Legal Executive to head up our Employment and HR Services department. Wake Smith is a multi-accredited firm, which has been established in Sheffield for more than 200 years. As one of the...


  • Sheffield, United Kingdom Sheffield Health and Social Care NHS Foundation Trust Full time

    We are seeking a highly-skilled and professional Head of Estate Services /Hard FM to manage building maintenance and grounds and gardens across our dispersed portfolio of approximately 30 dispersed sites, including inpatient wards and community services. The Head of Estate Services/Hard FM will be responsible for staff, financial and service performance...


  • Sheffield, United Kingdom Sewell Wallis Full time

    One of my favourite clients to recruit for, offering stability, a great company ethos and atmosphere and a well rounded supportive team. This company is on the search for a Head of Administration to oversee a small team of administrators with a background working closely with finance and work closely with the senior management team to ensure smooth...