Customer Service Director

3 days ago


Bridgwater, Somerset, United Kingdom Recruitment Helpline Ltd Full time

We are seeking a skilled Customer Service Director to lead our team in providing exceptional service to clients. Located in Bridgwater, Somerset, this role offers a competitive salary of £32,000 - £35,000 per annum.

About the Role

The Customer Service Director will oversee customer service operations, ensuring timely and effective resolution of customer inquiries and complaints. Key responsibilities include leading the customer service team, developing training programs, and analysing service metrics to enhance overall customer satisfaction.

Key Duties
  • Lead, mentor, and manage the customer service team, providing guidance and support
  • Set performance goals, conduct regular performance evaluations, and manage staffing needs
  • Develop training programs to ensure that the team is knowledgeable and effective in their roles
  • Ensure timely and effective resolution of customer inquiries and complaints via various channels (email, phone, chat, social media)
  • Handle escalated customer issues and resolve complex inquiries or complaints
  • Track key customer service metrics such as response time, customer satisfaction, first-call resolution, and case handling times
Requirements

Minimum 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role. Education: Business Administration, Communications, or a related field preferred.

Benefits

Company Pension contributions, 31 days holiday entitlement (including Bank Holidays), extra holiday entitlement (following 2 years of service), and work uniform.



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