About The Role
Purpose
We’re on an exciting growth journey where the service we provide is at the heart of our success. In this role, you will lead and manage our customer service teams across the UK. You’ll operate in a fast-paced and dynamic environment, overseeing all customer service operations for all customer segments, from Consumers to Corporates, ensuring high customer satisfaction and operational efficiency. The ideal candidate will have a deep understanding of customer service management, a passion for sustainability, and a proven track record of leading diverse teams.
Key Accountabilities
* Develop and implement a customer service strategy aligned with business objectives.
* Lead, manage, and inspire the Customer Service team, including hiring, onboarding, training, and performance management.
* Deliver an optimal Customer Experience measured via KPIs such as customer satisfaction, first contact resolution, cost per contact, and response times.
* Manage all aspects of the Customer Journey related to ‘Service’ and ensure tasks are appropriately delegated.
* Ensure a positive customer experience that drives satisfaction.
* Own and implement plans to drive sales, loyalty, and retention.
* Manage customer service channels to ensure effective query resolution.
* Handle high-level escalations and complex issues, preparing the team for challenges.
* Use customer insights to optimize the experience and learn from feedback.
* Develop and enforce customer service policies, ensuring compliance with regulations and standards.
* Identify and implement new technologies and best practices to enhance service.
* Foster a culture of continuous improvement within the department.
* Collaborate with other teams to ensure a seamless customer experience.
* Coordinate with internal and external parties to deliver excellent service.
Areas Of Responsibility
Leadership & Team Management:
* Lead, mentor, and develop a high-performing customer service team.
* Manage daily operations across residential and commercial divisions.
* Onboard and train new team members effectively.
* Conduct performance evaluations and coaching sessions.
* Support professional development of team members.
Customer Experience
* Oversee customer service activities for waste services.
* Deliver positive customer experiences and satisfaction.
* Manage customer inquiries and escalations efficiently.
* Use customer insights to identify trends and improve service.
* Ensure policies and standards are adhered to for quality service.
Performance Monitoring & Reporting
* Establish and monitor KPIs for customer service.
* Prepare reports on performance and customer satisfaction.
* Manage relationships with stakeholders and third parties.
Collaboration & Communication
* Work with other departments for cohesive customer support.
* Report performance, challenges, and opportunities to senior management.
Continuous Improvement
* Lead initiatives for process enhancements using technology and best practices.
* Stay updated on industry trends and innovations.
Essential Experience and Skills
* Minimum 10 years in Customer Service Management.
* Proven leadership of diverse teams with successful results.
* Strong understanding of customer service principles and tools.
* Excellent communication and leadership skills.
* Strategic problem-solving abilities.
* Knowledge of service technologies and process mapping.
* Curious, brave, accountable, valuable, and adaptable mindset.
Preferable Qualifications
* Bachelor’s degree in relevant fields; Master’s preferred.
* Experience in waste management services.
* Design Led Thinking or Agile experience.
* Project management or business improvement certifications.
* Proficiency in CRM and MS Office.
About You & Us
Join us on the journey… Beauparc has grown over 30 years to nearly 3000 people, committed to safety, sustainability, and innovation. We value strong leadership rooted in our core values, balancing customer satisfaction with environmental practices. We seek talented, passionate individuals to help shape a better future.
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