The Head of Customer Services will be responsible for overseeing the customer service department, ensuring optimal customer satisfaction and driving a customer-centric culture. This role also involves developing and implementing customer service strategies and processes.
Client Details
This company is a distinguished player in the professional services industry, employing over 1,500 individuals across several locations. They stand out for their commitment to excellence and their robust customer service strategies, which are integral to their operations.
Description
This role will be a varied and fast pace position, including:
1. Team Management and Leadership: Supervise and lead large teams of paralegals, claims handlers, and compliance administrators.
2. Operational Strategy and Planning: Develop and implement operational strategies aligned with commercial business goals. Streamline processes to optimise efficiency and client service delivery. Forecast resource needs and allocate resources effectively.
3. Performance Monitoring and Reporting: Monitor KPIs regularly to track performance and identify areas for improvement. Prepare and present performance reports to senior management.
4. Quality Assurance and Compliance: Ensure compliance with legal and regulatory requirements. Implement quality assurance measures to maintain high standards of service. Conduct audits and assessments to ...