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- Tasks: Lead customer service for the council's housing service and improve team collaboration.
- Company: Join a dynamic council focused on enhancing community services and customer satisfaction.
- Benefits: Enjoy a strong hourly rate and support for professional development.
- Why this job: Make a real impact by resolving complex issues and improving service quality.
- Qualifications: Previous experience in customer service management is essential.
- Other info: Management is dedicated to helping you excel in your role.
The predicted salary is between 43200 - 72000 £ per year.
My client is seeking a Head of Customer Service to lead on customer services for the council’s housing service and develop joint working relationships between all teams delivering a customer service in Growth & Place.
Duties Include:
- Contributing to and implementing a service improvement plan
- Managing other aspects of the call centre’s daily operation
- Monitoring random calls to assess and improve the quality of staff performance
- Handling and resolving complex customer complaints
- Bringing operatives back into the office and reducing the time spent working from home
- Setting and meeting performance targets and carrying out periodic appraisals
- Training and supporting Team Leaders who are responsible for Customer Services Advisors
- Tracking user feedback, key performance indices and other statistics
- Preparing reports and making presentations to senior management and other stakeholders
- Communicating the company’s goals so that all employees understand their role
If you have previous experience in these areas and are keen to develop your knowledge further, this is a perfect team for you. Management is willing to help all case managers be the best they can possibly be, along with a strong hourly rate.
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Head of Customer Service employer: Ackerman Pierce Ltd
Contact Detail:
Ackerman Pierce Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Fokussiere dich auf deine Führungskompetenzen. Da die Rolle des Head of Customer Service stark auf Teamführung und -entwicklung ausgerichtet ist, solltest du Beispiele für deine bisherigen Erfahrungen in der Leitung von Teams und der Verbesserung von Kundenservice-Prozessen parat haben.
✨Tip Number 2
Bereite dich darauf vor, konkrete Strategien zur Verbesserung des Kundenservices zu präsentieren. Überlege dir, wie du die Qualität der Mitarbeiterleistung steigern und komplexe Kundenbeschwerden effektiv lösen kannst, um deine Eignung für die Position zu unterstreichen.
✨Tip Number 3
Zeige deine Fähigkeit zur Analyse von Leistungskennzahlen. Da das Tracking von Nutzerfeedback und KPIs ein wichtiger Bestandteil der Rolle ist, solltest du bereit sein, über deine Erfahrungen mit Datenanalyse und Reporting zu sprechen.
✨Tip Number 4
Netzwerke mit anderen Fachleuten im Bereich Kundenservice. Der Aufbau von Beziehungen zu anderen Führungskräften kann dir wertvolle Einblicke geben und dir helfen, dich besser auf die spezifischen Anforderungen dieser Position vorzubereiten.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description and understand the key responsibilities of the Head of Customer Service. Tailor your application to highlight your relevant experience in managing customer service operations and improving service quality.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in customer service management, particularly in handling complex complaints and training team leaders. Use specific examples to demonstrate your success in these areas.
Showcase Leadership Skills: Since this role involves leading a team, be sure to showcase your leadership skills. Discuss any experience you have in setting performance targets, conducting appraisals, and developing joint working relationships within teams.
Prepare for Reporting and Presentations: Mention your ability to prepare reports and make presentations to senior management. If you have experience tracking user feedback and key performance indices, include that as well to show your analytical skills.
How to prepare for a job interview at Ackerman Pierce Ltd
✨Showcase Your Leadership Skills
As a Head of Customer Service, you'll need to demonstrate your ability to lead and inspire teams. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to training and supporting team leaders.
✨Prepare for Complex Scenarios
Expect questions about handling complex customer complaints. Think of specific instances where you resolved difficult situations and be ready to discuss your thought process and the outcomes.
✨Understand Performance Metrics
Familiarize yourself with key performance indicators relevant to customer service. Be prepared to discuss how you've tracked and improved these metrics in previous roles, as this will show your analytical skills and commitment to service improvement.
✨Communicate Effectively
Since communication is key in this role, practice articulating the company's goals and how you would ensure that all employees understand their roles. This will demonstrate your strategic thinking and ability to align team efforts with organizational objectives.
