Are you a customer service leader who thrives in a fast-paced environment and enjoys building high-performing teams? This is a pivotal role where you'll shape customer experience strategy, lead a regional team and drive operational excellence across the business. The Role You'll play a key role in delivering exceptional customer service by leading, developing and motivating the Customer Services team while working closely with Operations, IT and senior leadership. Acting as a bridge between customers and the business, you'll ensure service standards remain consistently high and aligned with company goals.
* Embed exceptional customer service across the organisation by supporting and implementing company policies
* Act as the main liaison between Customer Services, Operations and customers to ensure seamless service delivery
* Lead, coach and develop the team, setting clear targets, performance plans and career pathways
* Identify talent and support succession planning to ensure long-term team strength
* Deputise for the CS Operations Manager and cover Senior CSA/CSA duties when required
* Oversee recruitment, onboarding, training, coaching and mentoring alongside the Training & QA Lead
* Conduct performance reviews, manage standards and apply corrective actions in line with HR policies
* Work closely with IT to improve system functionality and respond to evolving customer needs
* Maintain strong relationships with internal stakeholders and represent the business at meetings and events
* Ensure contract reviews, reporting and processes meet accreditation standards including ISO 17025 and MCERTS
* Support group-wide alignment and the rollout of new processes and best practices
* Champion company values and promote a culture of excellence and continuous improvement
* Proven experience in a senior, high-volume customer service leadership role (ISO 17025 laboratory experience desirable)
* A confident, motivating leader with strong team-building and coaching skills
* Excellent communication skills with the ability to engage stakeholders at all levels
* Strong problem-solving and decision-making capability in a fast-moving environment
* Results-driven with a passion for improving customer service performance
* Flexible, adaptable and comfortable managing change
* Experience training, mentoring and supervising Customer Service Advisors
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