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- Tasks: Lead and inspire a customer service team while managing operations across the UK.
- Company: Join a specialist engineering firm dedicated to exceptional customer experiences in the Linen & Laundry industry.
- Benefits: Enjoy a competitive salary, travel opportunities, and the chance to shape customer service strategies.
- Why this job: Be part of a dynamic leadership team driving a customer-first culture and improving service excellence.
- Qualifications: 5+ years in senior customer service roles with strong leadership and communication skills required.
- Other info: Must own a vehicle for travel; flexibility and resilience are key in this fast-paced environment.
The predicted salary is between 45000 - 52000 £ per year.
ROLE – Head of Customer Service TERM – Permanent LOCATION – Berkshire SALARY – £45,000 – £52,000, dependent on experience My client provides specialist engineering services in the Linen & Laundry industry. They have a strong commitment to delivering outstanding customer experiences. They are looking for a Head of Customer Service to lead their customer care team in the Berkshire area on a permanent basis. The Head of Customer Service will ideally have the following attributes: At least 5 years’ experience in a senior customer service leadership role Proven track record in managing multi-channel customer service operations Happy to travel around the UK for customer visits Able to plan your own routes and schedule to maximise efficiency Strong leadership skills with the ability to inspire, mentor and develop a large team Excellent knowledge of customer service best practices, complaint resolution, and service-level management Data-driven approach with the ability to analyse performance metrics and identify improvement opportunities Outstanding communication skills, both verbal and written Experience implementing customer service technology and CRM systems Ability to manage budgets and forecast resource requirements Resilient, adaptable, and able to thrive in a fast-paced, high-growth environment Own your own vehicle and be willing to travel as required The Head of Customer Service role will involve: Travelling around the UK to visit customer sites and carry out audits Managing your own time, organising customer visits and planning routes Leading, developing and motivating the customer service team to deliver exceptional service levels Setting and monitoring KPIs, SLAs and quality standards across all customer service channels Developing and implementing customer service strategies to enhance satisfaction and retention Handling complex customer escalations and ensuring swift resolution Managing resource planning, recruitment and training for the department Overseeing the adoption and optimisation of CRM and support systems Being a part of the senior leadership team and working on service performance and improvement initiatives Being involved with financial decisions across the business as part of the senior leadership team Driving a customer-first culture across the organisation Working cross-functionally with sales, marketing, logistics and operations teams to improve end-to-end customer experience If you are interested in this position, please apply with an up-to-date CV as soon as possible
Head of Customer Service employer: Premier Engineering
Contact Detail:
Premier Engineering Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Make sure to highlight your leadership experience in customer service roles during any networking opportunities. Connect with professionals in the industry on platforms like LinkedIn and engage in discussions about best practices and challenges in customer service.
✨Tip Number 2
Familiarise yourself with the latest customer service technologies and CRM systems. Attend webinars or workshops that focus on these tools, as this knowledge can set you apart when discussing your capabilities in interviews.
✨Tip Number 3
Prepare to discuss specific metrics and KPIs you've managed in previous roles. Being data-driven is crucial for this position, so having concrete examples of how you've improved customer service performance will be beneficial.
✨Tip Number 4
Showcase your adaptability and resilience by sharing stories of how you've successfully navigated challenges in fast-paced environments. This will demonstrate your ability to thrive in a high-growth setting, which is essential for the Head of Customer Service role.
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 your relevant experience in customer service leadership roles. Emphasise your achievements in managing multi-channel operations and any specific metrics that demonstrate your success.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead a team. Mention specific examples of how you've inspired and developed teams in the past, and how you plan to bring that expertise to this role.
Highlight Relevant Skills: In your application, clearly outline your strong leadership skills, data-driven approach, and experience with CRM systems. Use bullet points to make these stand out and ensure they align with the job description.
Showcase Your Communication Skills: Since outstanding communication is key for this role, consider including a brief section in your CV or cover letter that demonstrates your verbal and written communication abilities. This could be through a relevant project or initiative you've led.
How to prepare for a job interview at Premier Engineering
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles in customer service. Highlight specific examples where you successfully led a team, improved performance metrics, or implemented new strategies that enhanced customer satisfaction.
✨Demonstrate Your Data-Driven Approach
Since the role requires a data-driven mindset, come equipped with examples of how you've used performance metrics to identify areas for improvement. Discuss any tools or systems you've implemented to track and analyse customer service data.
✨Prepare for Scenario-Based Questions
Expect questions about handling complex customer escalations or managing difficult situations. Prepare scenarios from your past experience where you resolved issues effectively, showcasing your problem-solving skills and resilience.
✨Understand the Company’s Customer Service Philosophy
Research the company’s approach to customer service in the Linen & Laundry industry. Be ready to discuss how your values align with theirs and how you can contribute to their commitment to outstanding customer experiences.
