Head of Customer Services

Overview:
Quality. Professionalism. Experienced. We see more than just customer service.

Head of Customer Services

Customers. Homes. Lifestyle. At Robertson Residential Group, we see them our way. We’re open enough to understand what really matters. Honest enough to put our customers first, every time. Respectful enough to always think locally and create homes that work for everyone. Join us and you’ll join the UK’s largest family-owned construction, infrastructure and support services businesses. You’ll be part of a team that’s doing incredible things - for ourselves, for the communities we support, and for a truly sustainable future.

If you’re an experienced Head of Customer Services ready for a challenging next role, read on. Based in our Stirling Office, you’ll manage the Customer Service Team overseeing the Customer Journey and ensuring the delivery of 5 star service. You’ll be a team player and strategic thinker, building sustainable relationships to drive customer satisfaction and employer brand success. You’ll join a business that thrives on achieving results that benefit people and communities, and offers fantastic opportunities for career development.

Your new role:
The main purpose of the role:
Identifying and developing all cultural, process, performance improvements and efficiencies for the Customer Service Team. Responsible for the continuous improvement and delivery of Customer Service. Deliver measurable and significant value to the business and meet targets. Conduct research and put performance measures in place for the purpose of continually monitoring the Customer Service performance process. Manage Departmental budget effectively, conducting financial analysis leading to reduction of costs. Lead the Customer service Team and continually improve the Customer Service experience.

**What you’ll do**:

- Meet with Clients to resolve and close out any issue that are encountered and deal with these in a professional and effective manner
- Lead the Customer service team to work to the agreed Customer service process
- Work with the Sales and Construction teams to ensure the Customer service process is understood
- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any possible risk issues
- Define, negotiate and agree the effective utilisation of resource in line with service specifications
- Identifying and providing feedback through effective use of personal development plans and provision of coaching and development opportunities
- Implement process and procedures to refine day to day operation of Customer service
- Financial analysis and budget management

**What you'll need**:

- Extensive experience of managing operational customer service teams
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the business
- Proven management and or relationship management experience at a senior level role
- Established track record of exceeding targets, KPI’s, SLA’s within a quality led, legislative fast paced and competitive environment
- Influential relationship skills, able to use these relationships to deliver service improvements
- Possess strong proven Leadership qualities

**Who we’re looking for**:
People are at the heart of everything we do and achieve at Robertson. To fit right into the team you’ll aim for excellence and have positive determination, working collaboratively towards our shared goals; create clarity around complex or technical issues, confident in your decisions and quick to adjust to unexpected challenges; and help us make progress towards the best, most sustainable future, for ourselves and our communities.

**Behavioural Competancies**:
The Robertson Way reflects how our strong principles have helped us grow into the thriving, modern organisation we are today. It encompasses our defined organisational purpose, vision and five principles that act as our shared values. We have five guiding principles which are the touchstone for how each of us goes about our business every day.

The postholder will always be expected to demonstrate behaviours aligned to our principles. Working the Robertson Way sets out the types of behaviours that bring our principles to life and are key to our success as a business and as individuals.

We listen

Listening enables us to work positively and collaboratively, and gives customers, partners and colleagues the assurance that their voices are always heard.

We are professional

Our mix of prudence and diligence, care and attention to detail means that our customers have certainty and assurance in everything we do and trust us to deliver.

We take responsibility

Each of us is accountable for what we do. From the smallest detail to team safety and caring for our communities and the environment, we know that everything matters.

We are determined to succeed

Every challenge is an opportunity. We work collaboratively and focus on safe