At a Glance
- Tasks: Lead and improve customer service experiences while developing a high-performing team.
- Company: Dynamic company focused on delivering premium customer service.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Join a vibrant team dedicated to excellence and innovation in customer relations.
- Why this job: Make a real difference in customer satisfaction and lead a passionate team.
- Qualifications: Experience in customer service management and strong leadership skills.
The predicted salary is between 55000 - 60000 £ per year.
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.
Head of Customer Service, Head of Customer Relations employer: Mandeville
As a leading employer in the customer service sector, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee development and satisfaction. Our commitment to continuous improvement not only enhances the customer experience but also provides our team with ample opportunities for professional growth and advancement. Located in a vibrant area, we offer competitive salaries, comprehensive benefits, and a supportive environment where innovation and collaboration thrive.
