Head of Customer Services

6 days ago

Newmarket, United Kingdom Focus Search and Selection Full time

An opportunity to work in a business that has seen significant growth and continues with ambitious, achievable plans to double in size over the next 3-5 years to £100m turnover.

Withy their recent growth and ambitions for the future comes opportunities for employees too. To help ensure the business has a robust footing on which to grow, they are seeking an experienced Customer Services Manager to review and develop their CustomerService Function. In a £50m-£100, turnover business, the role is akin to a Head of Customer Service position and requires a degree of experience managing and developing teams in a continuous improvement cycle.

The role is to plan, co-ordinate and control the activities of the Customer Service team to maintain and enhance customer relationships and meet organizational and operational objectives

**Some key responsibilities and accountabilities**:

- Develop and implement customer service policies and procedures
- Define and communicate customer service standards
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Direct the daily operations of the customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer service delivery
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and data base information
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity, and profitability
- Liaise with company management to support and implement growth strategies
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs

**Education and Experience**
- Proven extensive experience of effectively leading a team in a supervisory / managerial position within an operations business - Customer Services
- Supervisory experience with in-depth knowledge of Customer Services principles and practices
- Proficiency in CRM systems
**Skills and Attributes**
- Proven, well developed management / supervisory skills are essential. Skills to include interviewing, communication skills, performance management, problem solving and the ability to relate to all levels of the organization
- Ability to track performance against measurable metrics with strict observance for quality and compliance and to always keep the business performance in focus
- Ability to challenge existing processes with an eye for detail, to ensure that practices are continuously updated and operating in the most cost-efficient manner. Customer Service focused
- Must be able to work as part of a team and demonstrate initiative when required with a flexible and willing attitude at all times
- Needs to be methodical, organized and show attention to detail. Organizational skills should be strong with an ability to plan ahead
- Proven ability to take responsibility for a team of employees utilizing excellent people skills and strong performance management knowledge

Please note that our client is an equal opportunities Employer and adheres to all relevant legislation and offer services regardless of age, race, sex, disability, or religious belief.

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