Service Excellence Director

3 days ago


Bridgwater, Somerset, United Kingdom Recruitment Helpline Ltd Full time
Job Description
  • Leadership & Team Management:
    • Lead, mentor, and manage the customer service team, providing guidance and support.
    • Set performance goals, conduct regular performance evaluations, and manage staffing needs.
  • Customer Support Operations:
    • Ensure timely and effective resolution of customer inquiries and complaints via various channels (email, phone, chat, social media).
    • Develop and enforce customer service policies and standards to maintain service consistency.
  • Performance Metrics & Analysis:
    • Track key customer service metrics such as response time, customer satisfaction, first-call resolution, and case handling times.
    • Analyse customer feedback and identify areas for improvement to enhance the customer experience.
  • Continuous Improvement:
    • Implement tools and systems to streamline the customer service process, such as CRM software or ticketing systems.
    • Stay updated with industry trends and best practices to continually improve customer service strategies.
  • Candidate Requirements:
    • Education: Business Administration, Communications, or a related field preferred.
    • Experience: Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
    • Skills: Strong leadership and people management skills, excellent communication and interpersonal skills, ability to handle difficult or escalated customer situations calmly and professionally.


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