Head of Customer Service Operations

8 hours ago

Bishops Stortford, United Kingdom Adecco Full time
Job Title: Head of Customer Services

Our client, a leading FMCG brand, is seeking a strategic leader to oversee and manage their customer service operations. As the Head of Customer Services, you will be responsible for ensuring that all customer interactions are handled efficiently and professionally.

Key Responsibilities:
  • Lead and manage the customer service team to deliver outstanding service across all customer touchpoints.
  • Develop and maintain strong relationships with national accounts, ensuring their unique needs are met and driving continuous improvement in service delivery.
  • Oversee the implementation and optimisation of CRM systems and ERP software, ensuring seamless integration with customer service processes and operations.
  • Mentor and develop a high-performing customer service team, fostering a culture of excellence, accountability, and continuous improvement.
  • Identify and implement process improvements to enhance the efficiency and effectiveness of the customer service function, reducing response times and increasing customer satisfaction.
  • Set and monitor key performance indicators (KPIs) for the customer service team, providing regular reports to senior management on service levels and customer feedback.
Requirements:
  • Minimum of 5 years of experience in customer services, with at least 3 years in a leadership role.
  • Experience working with national accounts in the UK and Europe, with a strong understanding of their specific needs and expectations.
  • Proven experience in CRM management and ERP implementation is desirable.
  • Strong leadership and team management skills, with the ability to motivate and inspire a team.
  • Excellent verbal and written communication skills, with the ability to effectively communicate with customers, team members, and senior management.
  • Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
What We Offer:
  • Competitive salary
  • 22 holidays per annum + bank holidays
  • Private Health Insurance
  • Opportunity to work in a dynamic and growing company
  • Professional development and training opportunities

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