At a Glance
- Tasks: Lead and improve customer service experiences while managing a dynamic team.
- Company: Join a forward-thinking company dedicated to premium customer service.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Exciting role with opportunities for innovation and growth.
- Why this job: Make a real difference in customer satisfaction and team performance.
- Qualifications: Proven leadership skills and experience in customer service management.
The predicted salary is between 55000 - 60000 £ per year.
Head of Customer Services Salary banding £55-60k dependant on experience.
Job Purpose The aim of the role is to be responsible for continually improving the Customer Service experience for customers to ensure the delivery of a premium end to end service.
Developing culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.
Key Responsibilities/Accountabilities* Providing leading edge "Proactive" "Reactive" contact strategies that are customer defined.* Increase NPS year on year.
Increase promotors and decrease detractors.* Measuring and reporting.
Agree priorities and standards and then manage the CS team to deliver them.* Manage all customer service processes whilst becoming more proactive and engaging with customers.* Co-ordinate customer projects, including mobilisations, special events and bespoke requests.* Involvement in documenting customer processes.* Ensure all staff are using Salesforce correctly.* Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance.
Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate.
Liaise with Human Resources on all employment issues.* Day to day management.
Manage your customer services team to deliver what customers need and to con...
Contact Details:
Mandeville Recruitment Group Recruitment Team
