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Customer Service Director

2 months ago

Bishopsgate, United Kingdom Insight Select Full time
About the Role

We are seeking an experienced Customer Service Manager to lead our team in delivering exceptional experiences that enhance our members' satisfaction, loyalty, and retention, while streamlining operations in the delivery of our 3-year strategy.

Key Responsibilities
  • Provide leadership and mentorship to the support and retention team, fostering a culture of excellence, accountability, and continuous learning.
  • Coach and mentor team members through one-to-ones, quality assurance, and tailored development plans to support professional growth.
  • Identify and nurture high-potential employees, providing them with stretch and progression opportunities.
  • Build a cohesive team dynamic by encouraging open communication, cross-functional collaboration, and shared accountability.
  • Facilitate regular team meetings and workshops to solve problems, share best practices, and foster a continuous improvement mindset.
  • Demonstrate a hands-on, member-first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team.
  • Show empathy, integrity, and professionalism in all interactions.
  • Set and monitor individual and team performance metrics aligned with organisational objectives.
  • Utilise data-driven insights to evaluate performance, provide constructive feedback, and implement improvement plans where necessary.
Requirements
  • Experience in leading, coaching, and mentoring diverse teams.
  • Proven experience in developing and executing customer service strategies that align with business objectives.
  • Proficiency in using customer service tools and technologies, such as CRM systems.
  • A minimum of 5 years' experience in customer service or support roles, with a minimum of 3 years in a managerial or leadership position.
  • Proven track record in managing customer service teams, improving service delivery, and achieving key performance indicators (KPIs).
  • Or
  • A minimum of 5 years' experience working in retention, customer success, or related roles, with at least 2-3 years' experience in a management position.
  • Proven track record of developing and executing successful retention strategies.
What We Offer
  • Basic Salary up to £50,000.
  • Hybrid working (3 days in the office).
  • Excellent Pension up to Personal contribution of 5%, company contribution of 12%.
  • Bonus.
  • Healthcare, dental, cycle to work scheme, and many more.