Customer Service Excellence Lead
1 week ago
We are seeking an exceptional Customer Service Excellence Lead to join our team at Industria Personnel Services Ltd.
This is a leadership role that requires a visionary leader with a passion for customer service excellence. As the Head of Customer Services, you will have the opportunity to lead a dedicated team of over 50 professionals, driving operational excellence and customer satisfaction.
About the RoleThe ideal candidate will be responsible for driving customer experience, leading the customer journey from appointment booking to post-service follow-up, ensuring a seamless experience that meets or exceeds customer expectations.
- Main Responsibilities:
- Drive Customer Experience: Lead the customer journey from appointment booking to post-service follow-up, ensuring a seamless experience that meets or exceeds customer expectations.
- Operational Excellence: Implement best practices and standardise operations to improve efficiency and performance.
- CX Excellence Programme: Drive initiatives that improve customer satisfaction, loyalty, and retention through data-driven insights and cross-functional collaboration.
- Operational Support for Field Operations: Collaborate with the Head of Field Operations to ensure efficient coordination of service delivery, empowering field teams to succeed.
- Empowering CS Teams: Provide the necessary tools, resources, and support to deliver high-quality service aligned with company values.
- Automation and Technology Integration: Champion the use of AI, automation, and digital tools to improve service efficiency and scalability.
Key Skills and Qualifications:
- Proven leadership experience in a customer service or operations role.
- Experience with AI, automation, and data analytics to streamline processes.
Salary Range: £60,000 - £80,000 per annum.
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