Head of Customer Service

1 week ago

West Midlands Region, United Kingdom Utility People Full time

**Role: Head of Customer Service - Retail Energy**
**Location: Midlands - Hybrid**
**Salary: £75,000 + 15% Bonus**

**Summary**:
An exciting opportunity has arisen for an experienced B2B Head of Customer Service to join our clients growing Customer Operations department. Working with a leading **B2B retail supplier** you will be working with wider management team to take the company's customer performance and reputation to the next level. You will be responsible for the **management of all employees** within the Customer Service Area, Setting the strategy for how the front and back-office customer service-related activities are completed and developing strategies to ensure all existing company KPI's are met orexceeded with performance reported on a regular basis. The ideal applicant will have B2B customer service experience within the **Energy Industry**, strong **leadership skills** and awareness of **core HR legislation**.

**Key responsibilities**:

- Management responsibilities for all employees within the Customer Service area of Customer Operations, through leading a team of Managers. Including recruitment, employee development, team performance and wellbeing, designing team incentives, introducingoperational efficiencies within the department and full compliance with all company HR policies and employment legislation
- Development and delivery of all customer satisfaction surveys and associated reporting. Identify and build strategies to improve overall customer satisfaction if underperformance is identified. Promote internally and externally all customer feedback receivedin an engaging and informative way.

**Skills and experience required**:

- Someone who provides strong leadership, can define, and implement the organisational strategy, but can also work at the operational level to support and inspire the team.
- Someone who is passionate about setting the highest possible service standards, so a naturally customer focused mindset is essential.
- Experience of leading a Customer Service Team/Department
- B2B customer experience operating at a senior level is essential, with SME and I&C customers
- Preferably qualified to degree level
- Previous management experience of working at a senior management level, ideally with externally recognised management qualifications.
- Awareness of core HR legislation and practical experience of working within these HR areas whilst managing a team

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