At a Glance
- Tasks: Lead and manage the Customer Service team to ensure exceptional service delivery.
- Company: Join a dynamic company focused on customer satisfaction and growth.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Be part of a growing team with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: Proven leadership skills and experience in customer service management.
The predicted salary is between 55000 - 65000 £ per year.
About The Role
The purpose of this role is to structure and manage all aspects of Customer Service in the Region to continue to achieve exceptional levels of customer service including day-to-day and longer-term direction. Play an active part in providing customer service support at a higher level, ensuring customers receive clear communication and a quality of service to meet customer expectations throughout the customer journey until termination of the NHBC warranty.
Main Accountabilities:
- Lead the North Customer Service function, delivering regional strategy and influencing business performance through cross-functional collaboration.
- Oversee the daily performance of the Customer Service team, promoting efficiency, accountability and a culture of service excellence.
- Contribute to the development and implementation of the longer-term strategic direction of the Customer Service function.
- Oversee the warranty operations including identifying and monitoring warranty issues to ensure full resolution.
- Drive continuous improvement of the customer journey to enhance customer satisfaction and deliver value to the region.
- Manage sub-contractors to ensure that work is completed within agreed timescales and highlight any 'red flag' issues to the Commercial and Construction Directors.
- Engage directly with customers on-site to manage and resolve escalated concerns in a timely and professional manner.
- Liaise with other departments on a regular basis, in particular the construction, technical and sales teams.
- Compliance with CALA Health and Safety standards at all times.
- Produce monthly reporting for Management and Board meetings, while maintaining and optimising the internal Customer Service management system.
- Manage NHBC-related claims through effective liaison with the Claims Department, undertaking quarterly reviews and coordinating specialist contractor support where required.
- Lead the evaluation of trends from NHBC and internal feedback, supporting senior management in implementing improvements to processes and customer outcomes.
- Provide effective line management, including conducting annual Performance Development Reviews and supporting the ongoing development and training of team members.
About You
Knowledge, Skills and Abilities:
- Strong negotiation skills.
- Excellent leadership skills to motivate and inspire a team.
- Excellent written, verbal and listening communication skills.
- Interpersonal skills with the ability to adapt to different types of customers.
- Good analytical skills.
- Decisive.
- A sound knowledge of build techniques, NHBC standards and regulations is desirable.
- Competent PC skills including MS Word, Excel, Internet Explorer (or other web browser) and Outlook.
- Display a professional and confident approach at all times with a passion to deliver excellent customer service.
- Experience of leading and motivating a team during a time of significant growth and change is essential.
- Previous experience in a client liaison or customer service role at a managerial level is essential.
Head of Customer Service employer: Cala Group Limited
As the Head of Customer Service at our esteemed company, you will be part of a dynamic and supportive work culture that prioritises excellence in customer service. We offer robust employee growth opportunities, including ongoing training and development, ensuring you can thrive in your role while contributing to our mission of delivering exceptional service. Located in a vibrant region, our company fosters collaboration across departments, allowing you to make a meaningful impact on customer satisfaction and business performance.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cala Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cala Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cala Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Cala Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cala Group Limited!
How to prepare for a job interview at Cala Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
