Head of Customer Service

An exciting opportunity has arisen for a Head of Customer Service to lead and develop all customer-facing administration, helpdesk and scheduling functions across multi-site operations.

This senior leadership role is accountable for delivering an outstanding customer experience, ensuring the efficient processing of customer requests, maximising service delivery performance and driving continuous improvement across all customer service functions.

The successful candidate will lead the multiple customer-facing teams, ensuring consistent standards, effective communication and excellent customer satisfaction throughout the customer journey.

Key Responsibilities

• Lead, develop and inspire customer service teams across multiple locations.
• Establish service standards, KPIs and performance measures.
• Drive a customer-centric culture throughout the business.
• Manage employee performance, training, coaching and succession planning.
• Ensure effective communication and collaboration between departments.
• Identify and implement continuous improvement initiatives to enhance customer service delivery.
• Oversee the processing of sales orders and requests.
• Ensure timely and accurate invoicing.
• Manage customer enquiries, complaints and issue resolution.
• Oversee the preparation and administration of quotations and proposals.
• Monitor departmental workload to ensure service level targets are achieved.

Helpdesk & Scheduling

• Manage the daily scheduling of reactive calls.
• Oversee planning and scheduling of programmes.
• Ensure all customer queries are responded to promptly and professionally.
• Monitor the logging and allocation of incoming calls.
• Ensure customers are proactively updated on outstanding engineer visits and service calls.
• Manage call ageing and drive timely resolution of outstanding jobs.
• Optimise engineer utilisation, productivity and geographical planning.
• Manage customer SLAs and associated KPI targets.
• Proven experience in a senior customer service, service operations or customer support leadership role.
• Experience managing multiple teams across different locations.
• Strong background in service planning, scheduling, administration and customer support functions.
• Experience managing KPIs and service performance metrics.
• Strong people management and leadership skills.
• You will need a valid drivers license and be happy to travel for work

You must be able to live and work in the UK without restriction.

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