At a Glance
- Tasks: Lead and transform the customer service function for a growing home improvement company.
- Company: Dynamic organisation with ambitious growth plans and a supportive culture.
- Benefits: Competitive salary, hybrid working, private healthcare, and tailored professional development.
- Other info: Enjoy regular incentives and opportunities for career growth.
- Why this job: Make a real impact by building a world-class customer service strategy from the ground up.
- Qualifications: Proven experience in customer service leadership and compliance in regulated environments.
The predicted salary is between 80000 - 100000 £ per year.
About The Company:
Our client is a growing organisation operating within the home improvement sector, with a group turnover of over 30M. They have ambitious growth plans to quadruple the turnover of the business in the next 3 years by offering complete solutions for their clients from home surveys and design through to product installation and aftercare service. Quality and service levels are key for the business and were recently accredited with a Trustmark License Plus. The company culture is friendly, collaborative, and supportive with employees and customers at the heart of everything they do. As such they are looking to bring on board a Director of Customer Service to bring a proactive approach and transform their customer service function.
Director of Customer Service – The Role:
This is a key role as part of their senior leadership team to develop and implement a world class customer service strategy, building the function from the ground up. Working in close collaboration with other members of the leadership team, especially Operations and Marketing, you will ensure that the function is delivering in line with group strategy. The role will operate within a heavily regulated environment, so it is key that the function is compliant, and you build strong relationships with the regulators.
Director of Customer Service – Key Responsibilities:
- Develop, build and lead the customer service function for the business
- Work collaboratively with peers and team members throughout the organisation to influence customer improvements
- Ensure full regulatory compliance and legal requirements
- Enhance customer service performance and monitor its effectiveness using a chosen customer service metric
- Set and manage the budget for the customer service function
Director of Customer Service – You:
- Proven track record of building a world class customer service function from the ground up
- Experience working within a heavily regulated environment
- Ability to work collaboratively as part of a leadership team
- Highly proficient at project planning, time management, budgeting and oversight
Director of Customer Service – Benefits:
- Tailored professional development for your career aspirations
- Hybrid working
- Private healthcare + other benefits
- Regular company wide incentives including attending events of your choice and weekends away
To submit your CV for this exciting Director of Customer Service opportunity, please submit the Apply for this Opportunity form.
Director of Customer Services employer: Elliot Marsh
Join a leading education services provider in London, where your expertise as an Education Delivery Manager will directly impact the lives of children and young people needing alternative educational support. With a strong commitment to safeguarding and educational excellence, our client offers a collaborative work culture, competitive salary, and hybrid working arrangements, alongside ongoing professional development opportunities that empower you to grow and lead within a purpose-driven organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elliot Marsh. 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 Elliot Marsh 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 Director of Customer Services
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 Elliot Marsh:Your cover letter is your chance to shine! Tell us why you want to work at Elliot Marsh 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 Elliot Marsh!
How to prepare for a job interview at Elliot Marsh
✨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.
