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- Tasks: Lead the creation of a brand new customer service function and design processes from scratch.
- Company: Established infrastructure and utilities business in West Lothian with growth opportunities.
- Benefits: Full autonomy, competitive salary, and the chance to shape customer service strategy.
- Why this job: Make a real impact by building a high-performing customer service team from the ground up.
- Qualifications: Experience in transforming customer service functions and strong leadership skills.
- Other info: Dynamic role with excellent career growth potential and a focus on customer satisfaction.
The predicted salary is between 36000 - 60000 £ per year.
An established infrastructure and utilities business based in West Lothian is creating a new opportunity for an experienced Customer Service Lead to join them and shape the entire customer service function from the ground up. This is a brand new role within the organisation. There is currently no formal Customer Service department in place. You will be given full autonomy to design and deliver a customer service strategy that supports business growth, meets regulatory requirements, and delivers an excellent experience to both B2B and end customers. You will be starting with the fundamentals, mapping the customer journey, building reporting and data dashboards, selecting and implementing systems, and designing processes, with a view to ultimately building and leading a small, high-performing customer service team.
Key Responsibilities
- Lead the creation of a brand new customer service function, reporting into the senior leadership team.
- Design and implement customer service processes, systems and best practices from scratch.
- Work with operational teams to understand current customer touch points and identify areas for improvement.
- Set up reporting structures and customer data tracking to ensure full visibility of service levels and customer satisfaction.
- Build and manage customer feedback loops to inform service development and continuous improvement.
- Over time, recruit and lead a growing customer service team in line with business needs.
- Act as the voice of the customer internally, helping to shape strategy and operational decision-making.
- Ensure compliance with relevant customer standards and regulations across all areas of service delivery.
Essential Experience
- Proven experience in setting up or transforming a customer service or customer experience function, ideally within a complex or regulated industry (utilities, infrastructure, construction, manufacturing or similar).
- A passion for delivering brilliant customer outcomes and a pragmatic, hands-on approach to getting things done.
- Strong understanding of customer service systems, tools, and reporting best practices.
- Excellent leadership and stakeholder engagement skills – able to bring people with you on the journey.
- Comfortable working autonomously and taking ownership of your area.
- Experience with change management and process improvement is highly desirable.
Please apply or contact Millie for more information!
Customer Service Lead in Livingston employer: Avenue Scotland
Contact Detail:
Avenue Scotland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead in Livingston
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Service Lead role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer service needs. Think about how you can shape their customer service function and be ready to share your ideas. Show them you’re not just looking for a job, but that you’re excited to build something great!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds and shows your commitment.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your application and connect with the right people. Plus, it’s a great way to show you’re serious about joining our team and making a difference in customer service.
We think you need these skills to ace Customer Service Lead in Livingston
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in setting up customer service functions. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Passion: Let your enthusiasm for delivering brilliant customer outcomes shine through! We love candidates who are genuinely excited about improving customer experiences, so share any examples of how you've made a difference in previous roles.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re a great fit for the Customer Service Lead role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Avenue Scotland
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their mission, values, and the specific challenges they face in customer service. This will help you tailor your answers and show that you're genuinely interested in shaping their customer service function.
✨Prepare Your Success Stories
Think of specific examples from your past experience where you've successfully set up or transformed a customer service function. Be ready to discuss the strategies you implemented, the challenges you faced, and the outcomes. This will demonstrate your hands-on approach and ability to deliver results.
✨Showcase Your Leadership Skills
Since this role involves building and leading a team, be prepared to talk about your leadership style. Share examples of how you've engaged stakeholders and motivated teams in previous roles. Highlight your ability to bring people along on the journey, as this is crucial for success in a new department.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about their current customer touch points, any existing feedback loops, and how they envision the customer service function evolving. This not only shows your enthusiasm but also helps you gauge if the role is the right fit for you.
