1. Global Business
2. Sheffield Based
About Our Client
Page Group are working in partnership with an Industry leading manufacturer, providing well known products within the B2B & B2C space. This role will focus on the direct ownership and improvement of the customer service function, leading teams across multiple global sites to deliver a seamless customer journey
Job Description
3. Overall leadership and management of multiple customer service teams across the UK, Europe and US to deliver excellent service during all interactions with B2B & B2C Customers
4. Provide direct reports with regular support and guidance to grow and develop, ensuring they have all the tools and resources to be successful in their role
5. Work closely with production and quality to share customer feedback on product quality, common faults and other issues, with a view to reduce reoccurring issues
6. Manage customer contact channels including phone, email, chat etc to ensure resource if best utilised, driving customer self service usage where possible
7. Manage relationships with 3rd party outsource suppliers internationally to ensure contractual service levels are maintained
8. Drive continuous improvement programme across the business with a vision to improve customer satisfaction, NPS & CSAT scores, efficiency and reduce costs
9. Ensure the smooth movement of customer goods / orders across the globe in line with regulatory and export requirements
10. Provide clear reports to the board focused on customer activity, customer satisfaction and other key areas on a regular basis
The Successful Applicant
11. Leadership of Customer Service function
12. Experience within a manufacturing / supply chain background - desirable
13. Leadership of European or Global CS Teams - Desirable
14. Strong customer focused approach
15. Experience working with customer contact channels
16. Export Knowledge - desirable
What's on Offer
The Head of Customer Service will join a leading international business within the Manufacturing & Consumer spaceThe role offers a salary of £60,000 - £65,000 plus great company benefits37.5 Hours per week - Monday to Friday - Sheffield based, on-siteThis role will require occasional international travel