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- Tasks: Lead and support a dynamic Customer Service team across multiple countries.
- Company: Join a forward-thinking company focused on excellent customer service and teamwork.
- Benefits: Enjoy a collaborative work environment with opportunities for growth and development.
- Why this job: Be a key player in enhancing customer satisfaction while leading a motivated team.
- Qualifications: Strong leadership skills, organizational abilities, and experience in customer service management required.
- Other info: Opportunity to work with international teams and make a real impact.
The predicted salary is between 43200 - 72000 £ per year.
Job Title
Head of Customer Service
Location
Milton Keynes
Reporting to
Sales Director
Job Description
Responsibilities
- Manage and support the Customer Service team based in Milton Keynes.
- Manage and support the Customer Service leads in Germany, Spain, Italy, and France, including visits to, and regular communication with the subsidiary offices.
- Lead, motivate, communicate with, develop, appraise and performance manage the team to ensure they are fully motivated to achieve best performance, excellent customer service and to meet the aims and requirements of the business.
- Build strong relationships with Country Managers and work closely with them on customers’ requirements in balance with the aims of the business.
- Effectively balance customer needs with business requirements.
- Manage all customer Service processes, encouraging the team to be proactive.
- Troubleshoot problems on a timely basis, ensuring the team is addressing issues in line with agreed priorities.
- Day to day management to ensure the team delivers what the customer needs.
- Encourage and assist the team to provide speedy resolution to queries, and act as a sounding board to team members whilst encouraging them to show initiative.
- Run daily reports in SAP and BI and take prompt action to highlight potential problems.
- Manage order book entry for Key Accounts.
- Work closely with, and manage the business relationship with:
- Head of Distribution, Distribution and Logistics team
- KTN
- Credit control
- IT
- Assist with Web Customer Service where needed.
- Attend weekly meetings with relevant departments.
- Manage open customer orders including:
- Ensuring all customer orders are input to SAP prior to season cut off dates.
- Mass reject from orders when required.
- Investigate and resolve orders past date.
- Ensure the team update and monitor orders on an ongoing basis.
- Approve credits, returns and discounts up to a specified value, and work with relevant departments and CFO to consider proposals of higher value.
- Investigate and resolve customer complaints.
Knowledge and Experience
- Excellent organizational skills with strong attention to detail
- Proven ability to manage multiple projects and timelines.
- Ability to successfully work under pressure and prioritize workload.
- Strong written and verbal communication skills.
Person specification/Skills
Personal and Leadership
- Experience of leading and motivating a team (both on site and remotely)
- Ability to delegate workload effectively.
- Dedication to training and developing others.
- Is a fair and reliable leader.
- Ability to build strong and effective relationships.
- Ability to solve problems in a practical, constructive manner.
- Acts as a business ambassador and is business orientated.
- Acts as a role model to others.
- Demonstrates positive behaviours that inspire others.
- Ability to see ‘the bigger picture.’
Head of Customer Service employer: New Era Cap
Contact Detail:
New Era Cap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Familiarize yourself with the specific customer service processes and tools we use, such as SAP and BI. Understanding these systems will not only help you in your role but also demonstrate your proactive approach during the interview.
✨Tip Number 2
Highlight your experience in managing remote teams, especially if you've worked with international teams before. This is crucial for the role since you'll be supporting leads in multiple countries.
✨Tip Number 3
Prepare examples of how you've successfully balanced customer needs with business requirements in past roles. This will show us that you can effectively manage the dual focus of this position.
✨Tip Number 4
Demonstrate your leadership style by sharing how you've motivated and developed your team in previous positions. We value leaders who inspire and empower their teams to achieve excellence.
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, team leadership, and project management. Use specific examples that demonstrate your ability to motivate teams and manage multiple projects.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your leadership style. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience in managing teams across different locations.
Showcase Communication Skills: Since strong written and verbal communication skills are essential for this role, ensure your application is clear, concise, and free of errors. Use professional language and structure your documents logically.
Highlight Problem-Solving Abilities: Provide examples in your application that showcase your problem-solving skills. Discuss situations where you successfully resolved customer complaints or improved processes, demonstrating your proactive approach.
How to prepare for a job interview at New Era Cap
✨Show Your Leadership Skills
As a Head of Customer Service, demonstrating your leadership abilities is crucial. Be prepared to share specific examples of how you've successfully led and motivated teams in the past, especially in a remote setting.
✨Highlight Your Problem-Solving Abilities
The role requires practical problem-solving skills. Think of instances where you've effectively resolved customer complaints or operational issues, and be ready to discuss your approach and the outcomes.
✨Emphasize Relationship Building
Building strong relationships with Country Managers and other departments is key. Prepare to talk about how you've fostered collaboration and communication in previous roles, and how you plan to do this in the new position.
✨Demonstrate Organizational Skills
With multiple projects and timelines to manage, showcasing your organizational skills is essential. Bring examples of how you've prioritized workloads and managed tasks efficiently under pressure.
