Customer Service Director
3 days ago
At Rayner Surgical Group, we are seeking a highly experienced and skilled Customer Service Director to lead our global customer service team. The ideal candidate will have a strong track record of delivering exceptional customer service, managing teams, and driving business growth.
As a key member of our leadership team, the Customer Service Director will be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and retention. This includes leading cross-functional teams, identifying opportunities for process improvements, and collaborating with other departments to drive business results.
Key Responsibilities:
• Lead and manage the global customer service team to deliver best-in-class customer experience
• Develop and implement customer service strategies, policies, and procedures aligned with the organization's goals and objectives
• Collaborate with the commercial and supply chain teams to ensure processes deliver optimal customer satisfaction
• Drive continuous improvement initiatives to support customer service quality globally
• Work closely with IT to implement and maintain customer service technologies, including CRM systems
• Strategically lead customer service staffing, including recruitment, supervision, development, and evaluation
• Provide management information and review practices in accordance with new or changing environmental policies, standard regulations, or changing legislation
• Global owner of the CS function, including spend, optimisation, monitoring, and reporting on performance metrics and KPIs and prioritisation of activity
The ideal candidate will have:
• Experience leading a customer service function across different geographies
• Experience in leading, coaching, and developing teams
• Project management leadership
• Fluent in written and spoken English Language
What We Offer:
• Competitive salary: £80,000 - £100,000 per annum depending on experience
• Private healthcare
• Wellbeing allowance up to £300Enhanced maternity & paternity leaveOn site parking
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