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Head of Customer Services Manager
2 months ago
Job Title: Head of Customer Services Manager
Job Summary:
Adecco is seeking a strategic leader to join their team as a Head of Customer Services Manager. As a key member of the organization, you will be responsible for overseeing and managing the customer service team, ensuring that all customer interactions are handled efficiently and professionally.
Key Responsibilities:
- Lead and Manage the Customer Service Team: Develop and implement strategies to deliver outstanding service across all customer touchpoints, ensuring customer satisfaction and loyalty.
- Develop and Maintain Relationships: Foster strong relationships with national accounts, ensuring their unique needs are met and driving continuous improvement in service delivery.
- Implement and Optimize CRM Systems: Oversee the implementation and optimization of CRM systems and ERP software, ensuring seamless integration with customer service processes and operations.
- Mentor and Develop Team Members: Mentor and develop a high-performing customer service team, fostering a culture of excellence, accountability, and continuous improvement.
- Identify and Implement Process Improvements: 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: Set and monitor key performance indicators (KPIs) for the customer service team, providing regular reports to senior management on service levels and customer feedback.
- Support International Customers: Utilize bilingual skills to support international customers, ensuring language barriers do not impact service quality.
Requirements:
- Minimum of 5 Years of Experience: Minimum of 5 years of experience in customer services, with at least 3 years in a leadership role. Experience in the FMCG sector is highly desirable.
- Experience with National Accounts: Experience working with national accounts in the UK and Europe, with a strong understanding of their specific needs and expectations.
- CRM Management and ERP Implementation: Proven experience in CRM management and ERP implementation is desirable.
- Leadership and Team Management Skills: Strong leadership and team management skills, with the ability to motivate and inspire a team.
- Excellent Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with customers, team members, and senior management.
- Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
Benefits:
- Competitive Salary:
- 22 Holidays per Annum:
- Private Health Insurance:
- Professional Development and Training Opportunities:
