Head of Customer Service
Summary:
Our client is seeking a dynamic leader to manage the day-to-day operations of a centralised Customer Service function. The role ensures agreed service levels and business targets are met while driving continuous improvement in processes and customer experience.
Key Responsibilities
* Oversee operational areas such as first-line customer service, complaint management, technical support, and order entry.
* Implement organisational structures and resourcing plans to achieve service delivery and operational targets.
* Manage and develop large teams (>100), ensuring engagement, skill development, and performance.
* Control costs and identify opportunities for savings.
* Deliver operational data accurately and on time.
* Collaborate with other departments to optimise customer-facing processes.
Knowledge & Experience
* Strong people management and motivation skills.
* Expertise in complex customer care and billing systems.
* Proven experience in:
* Call centre management (inbound/outbound)
* Credit & collection management
* B2B customer markets
* Cost budget control
* Leading large teams in customer-focused organisations
What They Value
* Customer-first mindset
* Courage to do what’s right
* Commitment to innovation and sustainability
* Consistent delivery of exceptional results
* Collaboration across teams