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.
Partner with HR on performance management, recruitment, and succession planning within your team.
Champion continuous improvement and maintain strong adherence to GDPR and company policies.
Represent the voice of the customer to influence company strategy and ensure a truly customer-first approach.
About You:
Proven experience leading customer service operations at a senior level.
Strong leadership and people management skills with a collaborative mindset.
Excellent communication and problem-solving abilities.
Commercially aware with a keen understanding of budgets and customer pricing.
Analytical, data-driven approach with the ability to interpret performance trends.
Confident using Microsoft Office and modern CRM or ERP systems.
Experience with continuous improvement methodologies (Lean, Six Sigma) is an advantage.
Why Join:
Play a key strategic role shaping customer experience across a growing business.
Lead a passionate, professional team committed to service excellence.
Work in a collaborative environment where innovation and improvement are encouraged.
If you're a customer-focused leader who thrives in a fast-paced environment and is passionate about delivering exceptional service we'd love to hear from you.
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