At a Glance
- Tasks: Lead and enhance customer service experiences while managing a dynamic team.
- Company: Join a forward-thinking company focused on premium customer service.
- Benefits: Competitive salary, career growth, and a vibrant team culture.
- Other info: Fast-paced environment with opportunities for personal and professional development.
- Why this job: Make a real difference in customer satisfaction and team performance.
- Qualifications: Proven experience in customer service and strong leadership skills.
The predicted salary is between 55000 - 60000 £ per year.
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 promoters 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 continually improve your customer service team's efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement.
- Ensure the department operates in accordance with Company policies and procedures.
- Comply with responsibilities as laid down in the Group's Health & Safety Policy in order to ensure a safe environment within the department.
Essential Skills and Behaviours required for Success:
- Strong influencing and negotiation skills.
- Demonstration of strong financial acumen to understand the impact of commercial decisions on the business.
- Ability to build good, sustainable relationships with Customers and wider functions.
- Self-motivated and the ability to work on own initiative.
- Ability to demonstrate determination in setting personal objectives and the achievement of goals.
- Tenacity to deliver exceptional customer service.
- Well organized and methodical in approach to drive accurate solutions for our customers.
- Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.
- Confident with the ability to challenge poor performance and deliver marked change for customers.
- Ability to multi-task and be resilient in a high pressured and fast paced environment.
Professional Experience/Preferred:
- Target driven & experience of achieving and exceeding stretching targets.
- Account Management & Customer Service experience.
- Ability to understand financial, commercial and customer driven targets and objectives.
- An understanding of how sales & customer service function align in a portfolio business.
- Evidence of building and growing new business along with the tactical process of retention.
- Understanding of the threat posed by our competitors and how to impact on this.
- Account planning & contact strategy of customers by segment and customer intelligence.
Mandeville is acting as an Employment Agency in relation to this vacancy.
Head of Customer Service, Head of Customer Relations in Burnham employer: Mandeville
At Mandeville, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As the Head of Customer Service, you will have the opportunity to lead a passionate team dedicated to delivering a premium customer experience while benefiting from ongoing professional development and a supportive environment. Located in a vibrant area, our company not only values your contributions but also encourages a healthy work-life balance, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service, Head of Customer Relations in Burnham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mandeville. 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 Mandeville 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 Head of Customer Service, Head of Customer Relations in Burnham
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 Mandeville:Your cover letter is your chance to shine! Tell us why you want to work at Mandeville 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 Mandeville!
How to prepare for a job interview at Mandeville
✨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.
