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Head of Customer Experience

2 months ago

Slough, Slough, United Kingdom Gleeson Recruitment Group Full time
Job Title: Head of Customer Services

Are you a customer service expert with a passion for leading and developing your team? We are seeking a Head of Customer Services to join our operations team at Gleeson Recruitment Group.

Job Description

As the Head of Customer Services, you will be responsible for leading and developing a team responsible for delivering a premium customer service experience across multiple channels. Your role will be focused on developing process and performance improvements to ensure the company is delivering exceptional customer service.

This is a full-time, permanent position, which requires the successful candidate to work flexibly across a 7 day operational week. You will be required to work 4 days either in office, or out on the road, with 1 day working from home. Additionally, there will be the requirement to work 1 weekend per month.

Key Responsibilities:
  • Providing leading-edge contact strategies that are customer defined.
  • Managing all customer service processes, ensuring the company is becoming more proactive and engaging with customers.
  • Coordinating customer projects, including mobilisations, special events, and bespoke requests from the customer.
  • Leading, motivating, communicating with, developing, appraising, and performance managing staff to ensure they are fully motivated to achieve best performance to meet the company's needs.
  • Ensuring the department operates in accordance with Company policies and procedures.
Key Requirements:
  • Strong influencing and negotiation skills.
  • Ability to build good, sustainable relationships with Customers and wider functions.
  • Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.
  • Confident with the ability to challenge poor performance and deliver marked change for customers.
  • Ability to multi-task and be resilient in a high pressured and fast-paced environment.
  • Full, Clean UK Driving License.
Benefits:
  • Hybrid working.
  • Opportunity to work for a dynamic and growing company.
  • Chance to lead and develop a team responsible for delivering exceptional customer service.