ROLE : Head of Customer Service
TERM : Permanent
LOCATION : Berkshire
SALARY : GBP 45,000 : GBP 52,000, dependent on experience
My client provides specialist engineering services in the Linen and Laundry industry. They have a strong commitment to delivering outstanding customer experiences.
They are looking for a Head of Customer Service to lead their customer care team in the Berkshire area on a permanent basis.
The Head of Customer Service will ideally have the following attributes:
: At least 5 years' experience in a senior customer service leadership role
: Proven track record in managing multi:channel customer service operations
: Happy to travel around the UK for customer visits
: Able to plan your own routes and schedule to maximise efficiency
: Strong leadership skills with the ability to inspire, mentor and develop a large team
: Excellent knowledge of customer service best practices, complaint resolution, and service:level management
: Data:driven approach with the ability to analyse performance metrics and identify improvement opportunities
: Outstanding communication skills, both verbal and written
: Experience implementing customer service technology and CRM systems
: Ability to manage budgets and forecast resource requirements
: Resilient, adaptable, and able to thrive in a fast:paced, high:growth environment
: Own your own vehicle and be willing to travel as required
The Head of Customer Service role will involve:
: Travelling around the UK to visit customer sites and carry out audits
: Managing your own time, organising customer visits and planning routes
: Leading, developing and motivating the customer service team to deliver exceptional service levels
: Setting and monitoring KPIs, SLAs and quality standards across all customer service channels
: Developing and implementing customer service strategies to enhance satisfaction and retention
: Handling complex customer escalations and ensuring swift resolution
: Managing resource planning, recruitment and training for the department
: Overseeing the adoption and optimisation of CRM and support systems
: Being a part of the senior leadership team and working on service performance and improvement initiatives
: Being involved with financial decisions across the business as part of the senior leadership team
: Driving a customer:first culture across the organisation
: Working cross:functionally with sales, marketing, logistics and operations teams to improve end:to:end customer experience
If you are interested in this position, please apply with an up:to:date CV as soon as possible.