ROLE – Head of Customer Service
TERM – Permanent
LOCATION – Berkshire
SALARY – £45,000 – £52,000, dependent on experience
My client provides specialist engineering services in the Linen & 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