Head of Customer Service – Global Fire & Security Systems
Head Office Based – Nottingham, NG2 1AE
Full Time – Salary: £DOE
We provide solutions from standards, experience and technology that create seamless interaction within the environments of our customers, to satisfy their needs today and tomorrow.
Global Fire and Security Systems are an independent company established in Nottingham since 1999. We have since developed into market leaders in providing quality product solutions throughout the fire and security marketplace nationwide.
Purpose of the role
The role will be responsible for driving operational performance, service excellence, productivity and profitability embedding a consistent high‑performance culture across our customer service team in a contact centre environment.
Key Responsibilities
* Leading service delivery in a customer service environment ensuring efficient service delivery, setting a clear mission and deploying strategies focused towards that mission.
* Driving continuous improvement in service delivery performance and operating standards.
* Driving productivity, margin, cost control, service improvement and leveraging customer & competitor insights for strategic decision making.
* Owning client service performance against SLAs.
* Building strong leadership capability, succession and talent pipelines.
* Keeping ahead of industry developments and applying best practices to areas of improvement.
* Controlling resources and utilizing assets to achieve qualitative and quantitative targets.
* Taking ownership of customer issues and following problems through to resolution.
About You
* Demonstrable customer service management and leadership at a senior level preferably in a contact centre environment.
* Strong commercial and financial acumen with experience of P&L.
* Analytical mindset with strong financial acumen and data‑driven decision‑making skills.
* Background within the fire and security industry preferable but not essential.
* Authentic, high‑energy, goal‑oriented with a passion for service excellence.
* The ability to manage complexity, collaborate and drive results.
* Strong client‑facing and communication skills.
* Ability to make sound decisions, timely, often under pressure.
* Excellent knowledge of management methods and techniques.
* Proficient in IT packages (Microsoft 365, Excel essential).
* Working knowledge of customer service software, customer portal management systems, databases and tool.
* Knowledge of planning and scheduling.
* Experience in providing customer service support.
What We Offer
* Competitive salary.
* Discounted travel to work schemes – Tram2work and Robin Hood tram and bus scheme.
* Great public transport location.
* Employee recognition scheme.
* Paid refer a friend bonus up to £1000.
* Development and progression opportunities.
* The chance to be part of a reputable company in the fire and security industry.
Join our diverse, inclusive and authentic workplace. If your past experience or qualifications do not perfectly match everything in the job description, you are still encouraged to apply.
To apply, submit your CV using the link below.
Nottingham, England, United Kingdom | 2 days ago
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