Overview of the role:
The role:
Head of Customer Services
The role requires an exceptional Customer Services Management professional who has a real focus on developing the team. You will proactively drive the business forward by delivering / exceeding your customers' expectations as well as through a focus on continuous improvement; you will find ways of improving the service, how relationships (both internal and external) can be strengthened and how processes can be implemented to make the operation more efficient, and the customer service experience an exceptional one. Additionally, you will need to demonstrate strong analytical skills and be highly process driven. The interpretation of data, and the simplified communication of its meaning to your team will provide them with direction and goals. Using this information, you will almost act as a 'commercial advisor' to the Operations Director, to support, develop and implement longer term strategic initiatives.
Relevant work experiences for this position may include prior supervisory roles, where leadership and team management skills can be practiced, as well as direct customer services roles that provide insights into customer needs and expectations. Additional experience in project management can be beneficial, as it demonstrates the ability to manage initiatives aimed at improving the overall customer experience. Proven ability to manage a team of 4 or more in a fast pace B2B service environment, with a track record of integrating seamlessly into a high-performing team.
Required Skills:
· Strong leadership and team management skills with previous experience
· Excellent communication and interpersonal skills and relationship building.
· Proven track record of developing customer focused strategies
· Ability to analyse customer feedback and data to drive improvements
· Exceptional problem-solving and conflict resolution skills and the ability to work under pressure
The Package:
£55k DOE
Who we are:
The company is one of the UK's largest distribution businesses specialising in domestic overnight and same day delivery solutions. The Group has a vast array of services to offer its customers and is a sales-led business with a "one stop" shop philosophy. Their customers range from fast-growing SME e-commerce businesses to large blue-chip organisations. Their operations are best in class and our dedicated account management and customer service teams set us apart from the rest.
What they can offer you:
* A successful career in a fast growing, customer centric and entrepreneurial business
* A competitive salary up to £55,000 pa
* Excellent internal training support to meet role requirements.
For further information please contact