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Customer Service Director

2 months ago

Scalby North Yorkshire, United Kingdom Castle Employment Full time

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Castle Employment, a leading provider of recruitment services.

As a key member of our team, you will be responsible for delivering exceptional client service and ensuring that our clients receive the highest level of support and satisfaction.

Key responsibilities will include:

  • Event Management: Oversee and assist the events team to ensure they effectively plan, organize, and execute exceptional client events, providing outstanding service and a seamless experience for all attendees.
  • Team Leadership: Lead and support the Client Services team in providing top-notch service, constantly striving to enhance value for clients.
  • Performance Evaluation: Regularly evaluate performance to ensure that the contributions of all teams remain valuable and aligned with our goals.
  • Client Feedback: Collect feedback on customer satisfaction and events, and use this information to make changes that enhance client satisfaction.
  • Net Promoter Score (NPS): Continually work to improve client service delivery to achieve a high Net Promoter Score (NPS).
  • Event Conversion Rates: Play a key role in boosting event conversion rates by ensuring events are delivered successfully and efficiently.

Additionally, you will be responsible for managing and supporting the Outsourced team, including event crew members and virtual assistants, treating them as essential team members and ensuring they work effectively on projects, meeting high standards within agreed timelines.

This is a full-time position, working Monday to Friday, 9am-5pm, with a salary range of £35,000-£40,000 depending on experience.