Head of Customer Service

1 day ago

Inverness, United Kingdom HBNL Full time

Job Advert

We are looking for an experienced Customer operations professional to lead the Customer Service function and to deliver a class-leading service to all customers and stakeholders. Reporting to the Managing Director, the post holder will champion a customer-centric approach, shaping how we respond to customer queries and how we support the customer onboarding journey.

This role is tasked with ensuring a professional approach is maintained across the team where precision of message and speed of response are seen as critical measures of success. You will ensure that every customer service team member is immersed in the full benefits of our products, how to use our tools and knowledge base, and understands our processes so that they are empowered to consult with customers and resolve their needs. This multifaceted role combines strategic leadership with hand-on operational management, requiring someone who can ensure exceptional customer experiences while managing team performance.

**Key Responsibilities**
- Own key performance metrics: Call waiting times; first time resolution; customer satisfaction
- Work with CS performance manager to improve department efficiency through process improvements and implementation of new technology
- Own team performance, including work scheduling, to ensure productivity goals are met
- Motivate, lead, coach, train and support the team to deliver exceptional customer service
- Champion a culture which recognises and rewards the right colleague behaviours
- Coach and monitor standards within the department to ensure an excellent day to day culture, promptly managing under performance and daily issues
- Liaise and partner with other internal stakeholders to ensure the onboarding journey and overall customer experience is kept simple, seamless and above expectation
- Be the point of escalation for any more serious queries or problems relating to customer experience
- Be the ‘voice of the customer’ internally, ensuring common threads are share quickly so that issues can be resolved and expectations met

**To succeed in this role**
- Leadership of customer service operations including a dedicated contact team (current HBNL team is 7 FTE)
- Proven track record in improving customer satisfaction (CSAT), NPS, or other service metrics (such as call waiting times).
- Experience designing and implementing customer service strategies, SLAs, and escalation processes.
- Hands-on experience with customer service technologies (e.g telephony platforms).
- People management experience, including performance management, coaching, team development and embedding company culture / expected standards.
- Customer-centric mindset, with a strong focus on service excellence.
- Team leadership, observing behaviour trends and acting accordingly to build a motivated, high performing team
- Analytical and data-literate, able to interpret customer trends and make informed decisions.
- Conflict resolution and crisis management, especially in high-pressure situations.
- Strong communication and stakeholder engagement, across all levels of the business.

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