Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and inspire the Customer Service team to deliver top-notch support.
- Company: Join a forward-thinking company dedicated to exceptional customer experiences.
- Benefits: Enjoy career development opportunities, a supportive culture, and potential remote work options.
- Why this job: Be a key player in shaping a customer-centric culture and driving continuous improvement.
- Qualifications: Bachelor's degree and experience in managing customer-facing technical teams required.
- Other info: Ideal for natural leaders with a passion for service excellence.
The predicted salary is between 43200 - 72000 £ per year.
The Head of Customer Service leads the Customer Support and Service Management departments to deliver world-class customer service to all customers and partners. They champion a customer-centric culture that inspires our colleagues to exceed SLAs.
Key Responsibilities
Service ethos, ticket and escalation resolution
- Deliver to a Customer Service strategy (as agreed with Senior Management), which focuses on creating a customer-centric culture.
- Make sure customer impacting issues, queries or improvements are resolved in a timely manner.
- Personally handle major customer escalations to resolution as necessary.
Team leadership and development
- Motivate, lead, coach, train and support the team to deliver exceptional customer service.
- Make succession plans so that colleagues are proactively readied for their next career opportunities, and so that plans are in place for succession into key roles within the department.
- Champion a culture of recognising and rewarding the right colleague behaviours.
- Coach and monitor management standards within the department to ensure excellent day to day culture, performance, and personal development for all colleagues.
Performance management
- Plan and implement appropriate resource levels (people, systems etc) to deliver the desired service standards, including for peaks of workload.
- Proactively manage, monitor and report on performance of the team and individuals. Ensure feedback results are used in regular coaching and performance improvement plans.
- Champion “lessons learned” or similar sessions with relevant teams to deliver continuous improvement and to prevent recurrence of any customer or colleague impacting issues.
- Produce customer and other reports as necessary.
Person Profile
- Bachelor\’s degree in relevant subject (2:1 or above).
- Substantial experience in managing customer-facing technical teams.
- Substantial experience of leading a service desk.
- Highly technical background, ideally within the CCaaS space.
- Experience in service management and/or customer service reviews.
- Experience of working in an ITIL or ISO certificated environment.
- Exceptional communication, both written and spoken.
- Natural leader, able to motivate and influence others.
- Able to remain calm and focused under pressure.
- Proven ability to deliver continuous improvement.
#J-18808-Ljbffr
Head of Customer Service employer: JAM IT Consultancy Ltd
Contact Detail:
JAM IT Consultancy Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Familiarise yourself with the latest trends in customer service, especially within the CCaaS space. This knowledge will not only help you understand our needs better but also demonstrate your commitment to staying ahead in the industry.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've motivated and developed teams in previous roles. Be ready to discuss specific strategies you've implemented to foster a customer-centric culture.
✨Tip Number 3
Prepare to discuss your experience with performance management and continuous improvement initiatives. Highlight any successful projects where you've implemented feedback loops or lessons learned sessions that led to tangible results.
✨Tip Number 4
Demonstrate your exceptional communication skills by being clear and concise in your discussions. Practice articulating complex ideas simply, as this will be crucial in leading a diverse team and engaging with customers effectively.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in leading technical teams. Use specific examples that demonstrate your ability to deliver exceptional customer service and manage escalations.
Craft a Compelling Cover Letter: In your cover letter, emphasise your leadership skills and your commitment to fostering a customer-centric culture. Mention any specific achievements in previous roles that align with the responsibilities outlined in the job description.
Showcase Your Technical Expertise: Given the technical background required for this role, be sure to include any relevant certifications or experiences related to CCaaS, ITIL, or ISO standards. This will help demonstrate your capability to lead in a highly technical environment.
Prepare for Potential Questions: Anticipate questions related to team leadership, performance management, and handling customer escalations. Prepare examples from your past experiences that showcase your problem-solving skills and ability to motivate a team under pressure.
How to prepare for a job interview at JAM IT Consultancy Ltd
✨Showcase Your Leadership Skills
As a Head of Customer Service, demonstrating your leadership abilities is crucial. Prepare examples of how you've motivated and developed teams in the past, focusing on specific outcomes that resulted from your coaching and support.
✨Emphasise Customer-Centric Strategies
Be ready to discuss your approach to creating a customer-centric culture. Share strategies you've implemented in previous roles that improved customer satisfaction and engagement, and how you plan to apply these at the new company.
✨Prepare for Escalation Scenarios
Since handling major customer escalations is part of the role, think of challenging situations you've faced and how you resolved them. Be prepared to walk through your thought process and the steps you took to ensure a positive outcome.
✨Demonstrate Continuous Improvement Mindset
Highlight your experience with performance management and continuous improvement initiatives. Discuss how you've used feedback to enhance team performance and share any specific metrics or results that showcase your success in this area.
