V3 Recruitment are seeking a Head of Customer Services to join a dynamic organisation based in Gosport. This is a senior leadership role where you'll take ownership of the customer service function, driving performance, engagement, and continuous improvement across multiple sites in the UK and EU.
As the Head of Customer Services, you'll lead and inspire your team to deliver exceptional service and maintain a truly customer-centric culture. You'll work closely with Directors and department heads to enhance service delivery, strengthen customer relationships, and identify new opportunities for growth and improvement.
Key Responsibilities:
Lead, motivate and develop the Customer Service team to deliver high performance and exceptional customer care.
Act as the main escalation point for complex service issues, ensuring prompt investigation and resolution.
Collaborate with cross-functional departments (Operations, Finance, IT, HR, Quality) to drive consistent service excellence.
Attend and lead customer review meetings, providing valuable insights to drive improvement.
Manage the customer quote and invoicing process, ensuring accuracy and compliance.
Oversee new business implementations and onboarding, ensuring seamless transitions for clients.
Identify and deliver process improvements through analysis, coaching, and collaboration with the Business Performance and Logistics teams...