Customer Service Director
4 weeks ago
About Us
Panaz Ltd is a leading provider of premium textiles and exceptional customer experiences in the hospitality, healthcare, and workspace sectors.
Role Overview
We seek an experienced strategic and people-focused leader to head our dynamic customer support team. This pivotal role requires a forward-thinking individual passionate about enhancing customer experience and implementing effective service strategies.
Responsibilities for Customer Service Leadership- Develop and Execute Customer Service Strategies
- Lead and mentor a team of customer service advisors covering both UK and export markets as well as a small projects team to achieve excellence in service delivery.
- Oversee customer service operations ensuring timely and effective resolution of inquiries and issues.
- Collaborate with cross-functional teams to ensure a seamless customer journey.
- Nurture the relationship between Customer Service and their Area Sales Managers.
- Analyse customer feedback and metrics to drive improvements and innovations in service delivery.
- Implement best practices to streamline processes and enhance efficiency.
- Engage with key customers as relevant.
- Proven leadership experience in a customer service or related field.
- Strong problem-solving capabilities.
- Excellent communication and interpersonal skills to engage effectively with diverse stakeholders.
- Proficiency in customer relationship management (CRM) systems and data analysis tools using multi-system technologies some of which are bespoke.
- Ability to cultivate a customer-centric culture within the team.
- Innovative mindset with a focus on continuous improvement and efficiency.
- An inspirational leader who can motivate and develop a high-performing team.
- Resilient and adaptable in a fast-paced and evolving business environment.
- Customer-focused individual with a passion for delivering exceptional service outcomes.
- Ability to apply sales business development and growth insights to drive customer service and project capabilities.
- A proactive approach to identifying and addressing customer needs and challenges.
- Competitive remuneration.
- Inclusive, dynamic, and supportive company culture.
- 25 days of annual leave plus 8 bank holidays.
- Pension plan and financial wellbeing support.
Panaz Ltd is committed to building a diverse and inclusive workplace where all employees can thrive. We welcome candidates from all backgrounds to apply.
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