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Head of Customer Service
2 months ago
**Head of Customer Service – Bedford – Market Leading Company**
We are currently recruiting for a market leading business as a Head of Customer Service within their head office in Bedford. We are looking for someone who has experience managing transformation and wants to make a difference in a big business.
Role:
You will be responsible for -
- Oversee and lead the entire customer care department, ensuring every member is motivated, well-trained, and aligned with our service standards.
- Develop and implement strategic initiatives that enhance customer satisfaction and streamline their service delivery processes.
- Analyse data to identify areas for improvement, creating action plans to address any issues or gaps in service quality.
- Collaborate closely with other departments to ensure a seamless and positive customer experience across all touchpoints.
- Monitor & implement key performance indicators (KPIs) related to customer care, reporting on trends and making recommendations for continuous improvement.
- Manage budgets and resources efficiently, ensuring that the customer care department operates within financial constraints while delivering top-notch service.
Candidate:
The ideal candidate will –
- Proven ability to develop and implement customer care strategies that enhance client satisfaction.
- Lead, mentor, and motivate the customer care team to consistently achieve high performance standards.
- Effectively manage and resolve escalated customer issues to maintain positive relationships with our clients.
- Collaborate with other departments to ensure seamless communication and integration of customer feedback into business processes.
- Regularly analyse customer service metrics and use insights to continuously improve our service offerings.
- Exhibit strong problem-solving skills and the capability to adapt to evolving customer needs and market trends.
Package:
- Basic Salary – completely negotiable based on experience (happy to discuss – they want the right person)
- Bonus
- Car Allowance (paid monthly)
- 25 days annual leave, PLUS bank holidays (increases over time)
- Pension scheme
- Private healthcare
- Life assurance
- Plus a number of other benefits
This is a great chance to join a market leading company who can offer a huge amount of career potential moving forward.
