Customer Service Delivery Director
1 day ago
**Job Title:** Customer Service Delivery Director
**Estimated Salary:** £68,000 per annum
We are a leading provider of espresso coffee machines serving offices, high street coffee shops, restaurants, airports, hotels, and food retailers across the UK and Ireland. With over 30 years of experience and more than 100 employees, we are now recruiting a Customer Service Delivery Director to oversee our customer-facing services.
**Key Responsibilities:
- Develop and execute strategies to drive customer satisfaction and loyalty, aligning with business objectives.
- Lead the customer services team, ensuring they meet performance targets and adhere to key performance indicators (KPIs).
- Design and implement training programs for field-based staff, enhancing their skills and productivity.
- Create and enforce service standards and procedures for field service, workshop, and customer service functions, guaranteeing seamless operations and strong customer relationships.
- Collaborate with internal departments to enhance performance standards, including van stock management and first-time fix rates.
- Select and recruit field-based staff through rigorous interview processes, assessments, and skills evaluations.
- Regularly review and update service methods to boost overall efficiency and effectiveness.
- Mitigate conflicts within the field service, workshop, and customer service teams, ensuring smooth operations.
- Prepare detailed reports for senior management on reactive and planned maintenance workloads, service performance, and KPIs.
- Conduct regular appraisals of team members, providing actionable feedback and highlighting areas for growth.
- Guarantee compliance with health and safety regulations and legislation.
**Requirements:
Essential:- Proven experience in customer-facing services and delivery roles, preferably in the hospitality industry.
- A relevant degree or diploma, preferably in a customer-focused field.
- Proficiency in MS Office and other computer software.
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