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For Companies At a Glance
- Tasks: Lead and develop a high-performing Customer Service Team while driving exceptional service.
- Company: Join a progressive organisation in West Yorkshire focused on customer satisfaction and business growth.
- Benefits: Enjoy a competitive salary, 25 holidays, pension scheme, health care, and childcare vouchers.
- Why this job: Be a pivotal leader in a dynamic environment that values training, development, and customer focus.
- Qualifications: Proven experience in customer service management, ideally in a fast-paced B2B setting; degree preferred.
- Other info: Application deadline is 13th May 2025; interviews via TEAMS and on-site.
The predicted salary is between 39000 - 65000 £ per year.
Cloud 9 is working exclusively with our client who are looking to appoint a dedicated Head of Customer Service to drive a high-performing Customer Service Team. Based in West Yorkshire you will play a pivotal leadership role as the central liaison between departments delivering exceptional customer service and directly contributing to the overall profitability of the business. This is an exciting and varied role within a progressive organisation that offers full training and development.
Key Responsibilities:
- Lead, inspire, coach and develop the Customer Service Team through regular 1:1s, performance reviews, and annual appraisals.
- Onboard new team members, creating detailed induction plans and ensuring successful probation completion.
- Identify training needs and implement development plans.
- Collaborate with the General Manager to promote a customer-focused culture across all departments.
- Establish and oversee internal sales targets and bonus schemes, tracking performance during reviews.
- Champion the company's Mission, Vision, and Values in all activities.
- Drive and support strategic projects assigned by the General Manager and Managing Partners.
- Identify and develop marketing opportunities within the Internal Sales team to support business growth.
- Collaborate with Area Sales Managers to strengthen customer relationships, focusing on upselling and improving margins.
- Generate departmental performance reports and enhance cross-functional efficiencies.
- Represent the Customer Service function in cross-functional meetings, advocating for customer-led improvements.
- Ensure the department evolves in line with business needs, including new product launches and associated training.
- Conduct monthly audits on internal sales processes, implementing continuous improvements.
- Support complaint resolution in partnership with the Quality & Compliance Manager, ensuring accurate credit processing.
- Reconcile monthly credit activity and report to the Managing Partners and Quality department.
- Maintain adherence to company policies, ISO standards, and procedures, identifying areas for improvement and providing necessary training.
Skills and Experience:
- Proven experience in a Customer Service Management role, ideally within a fast-paced B2B or distribution environment.
- Strong working knowledge of LRQA ISO 9001:2015 Quality Management Systems.
- Solid understanding of business processes, KPIs, and performance management.
- Experience managing and monitoring against Service Level Agreements (SLAs).
- Demonstrated ability to identify and implement continuous improvement initiatives.
- Excellent verbal and written communication skills.
- Strong organisational and time management skills.
- Proven leadership and team development skills.
- Resilient and professional in handling challenging situations.
- Fully computer literate with strong working knowledge of Microsoft 365 and CRM systems.
- Educated to degree level, ideally with a qualification in business, management, or a related discipline.
- High level of commercial awareness and sound decision-making skills.
- Collaborative mindset, able to work cross-functionally with departments.
- Experience managing multi-channel customer service.
- Familiarity with customer satisfaction metrics and how to improve them.
- Understanding of supply chain or order fulfilment processes.
- Any industry-specific knowledge or systems would be advantageous.
Remuneration:
You will receive a highly competitive salary circa £45k-£55k (DOE), 25 Holidays plus bank holidays, Company Pension scheme, Health Care, DIS & Childcare Vouchers.
Application Process:
Application closing date is 13th May 2025. 1st interview with client will be a TEAMS w/c 19th May 2025, selection from these and 2nd interviews will be on clients site w/c 27th May 2025.
Head of Customer Services employer: Cloud 9 Recruitment
Contact Detail:
Cloud 9 Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services
✨Tip Number 1
Familiarise yourself with the company's Mission, Vision, and Values. During your interactions, whether in interviews or networking, demonstrate how your personal values align with theirs. This will show that you're not just a fit for the role but also for the company culture.
✨Tip Number 2
Prepare to discuss specific examples of how you've led and developed customer service teams in the past. Highlight any training initiatives you've implemented and the positive outcomes that resulted. This will showcase your leadership skills and your ability to drive performance.
✨Tip Number 3
Research the latest trends in customer service management, especially within B2B environments. Being able to discuss these trends and how they can be applied to the role will demonstrate your proactive approach and industry knowledge.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. Gaining insights into their experiences can provide you with valuable information to tailor your approach and questions during the interview process.
We think you need these skills to ace Head of Customer Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in B2B or distribution environments. Emphasise your leadership skills and any specific achievements that demonstrate your ability to drive team performance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the company's mission and values. Mention how your skills align with the responsibilities outlined in the job description, such as team development and cross-functional collaboration.
Highlight Relevant Skills: In your application, clearly outline your experience with ISO 9001:2015 Quality Management Systems and your familiarity with customer satisfaction metrics. This will show that you have the necessary knowledge to excel in the role.
Prepare for Interviews: Anticipate questions related to your leadership style and how you handle challenging situations. Be ready to discuss specific examples of how you've implemented continuous improvement initiatives in previous roles.
How to prepare for a job interview at Cloud 9 Recruitment
✨Showcase Your Leadership Skills
As a Head of Customer Services, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on coaching, development, and performance management.
✨Understand the Company's Mission and Values
Familiarise yourself with Cloud 9's mission, vision, and values. Be ready to discuss how you can embody these principles in your role and promote a customer-focused culture across departments.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Think of specific scenarios where you've improved customer satisfaction or resolved complaints effectively.
✨Highlight Your Knowledge of ISO Standards
Since the role requires knowledge of LRQA ISO 9001:2015 Quality Management Systems, be prepared to discuss your experience with these standards and how they can enhance customer service processes.
