Customer Service Director

4 weeks ago


Burnley, Lancashire, United Kingdom Panaz Ltd Full time

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.
Key Skills and Competencies
  • 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.
Traits for Success
  • 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.
Why Choose Panaz Ltd
  • 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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