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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer service and resolve escalations.
- Company: Join a forward-thinking company that values customer-centric culture.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Bachelor's degree and experience in managing customer-facing teams required.
- Other info: Dynamic role with opportunities for continuous improvement and personal growth.
The predicted salary is between 48000 - 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.
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.
Head of Customer Service in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service industry and let them know you're on the hunt for a Head of Customer Service role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company’s customer service ethos. Be ready to discuss how you can champion a customer-centric culture and lead teams to exceed SLAs. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Practice your leadership stories! Think of examples where you've motivated teams or handled major escalations. These anecdotes will showcase your ability to lead and develop talent, which is key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Customer Service in London
Some tips for your application 🫡
Show Your Customer-Centric Side: When writing your application, make sure to highlight your passion for customer service. We want to see how you've championed a customer-centric culture in your previous roles and how you plan to bring that ethos to StudySmarter.
Be Specific About Your Experience: Don’t just list your past jobs; tell us about the specific experiences that have prepared you for this role. Share examples of how you've led teams, resolved escalations, or implemented service strategies that made a real difference.
Keep It Professional Yet Personal: While we love a professional tone, don’t be afraid to let your personality shine through. We’re looking for someone who can motivate and inspire others, so a touch of your unique voice can really help your application stand out.
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to keep track of your application and ensures you’re considered for the Head of Customer Service role. We can’t wait to hear from you!
How to prepare for a job interview at JAM IT Consultancy Ltd
✨Know Your Customer Service Strategy
Before the interview, make sure you understand the company's customer service strategy. Familiarise yourself with their approach to creating a customer-centric culture and be ready to discuss how your experience aligns with their goals.
✨Showcase Your Leadership Skills
As a Head of Customer Service, you'll need to lead and motivate a team. Prepare examples of how you've successfully coached and developed your team in the past. Highlight any succession planning you've implemented to show your commitment to team growth.
✨Prepare for Escalation Scenarios
Be ready to discuss how you've handled major customer escalations in previous roles. Think of specific instances where you resolved complex issues and what strategies you used to ensure customer satisfaction.
✨Demonstrate Continuous Improvement Mindset
Talk about how you've championed continuous improvement in your previous positions. Share examples of 'lessons learned' sessions you've led and how they contributed to better service delivery and team performance.
