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For Companies At a Glance
- Tasks: Lead customer service strategy and enhance customer satisfaction through innovative processes.
- Company: A rapidly growing business in Coventry with a focus on customer excellence.
- Benefits: Competitive salary up to £120,000, car allowance, and performance bonuses.
- Why this job: Join a dynamic leadership team and make a real impact on customer experience.
- Qualifications: Proven strategic leadership and operational management experience in customer service.
- Other info: Opportunity for professional growth in a hybrid working environment.
The predicted salary is between 84000 - 120000 £ per year.
SF Recruitment have partnered with a brilliant, growing business in Coventry, who are looking to recruit a Customer Services Director on a permanent, hybrid basis. This role has come up due to growth and recent successes within the business, and is a strategic role that will sit within the SLT.
Salary: up to £120,000 with £6k car allowance and up to 20% bonus.
We are seeking a dynamic and experienced Customer Service Director to lead all aspects of customer support. This role will set and deliver a joined-up customer service strategy that drives sustainable efficiency through improved processes and systems, while consistently maintaining high levels of customer satisfaction.
Reporting to the Chief Operations Officer (COO) and as a member of the UK Leadership team, this role will hold the budget for the Customer Services department with responsibility for:
- Setting the Customer Services (CS) strategy ensuring CS is a point of difference in the market.
- Reviewing and improving CS processes and technology to continually improve productivity and scalability, without the need to hire more colleagues.
- Working closely with the Account Management Director and COO to address key customer issues and pain-points.
- Owning the day-to-day customer interaction and access points to the business.
- Leading and developing CS reporting and KPI tracking ensuring we know the key metrics that are important to our customers and reporting against these, balancing this with the required productivity.
Professional Experience:
- Strategic Leadership: Proven ability to lead CS operations and set strategic direction.
- Operational Management: Experience managing multi-channel customer interactions and meeting SLAs.
- Digital Transformation: Track record of implementing digital and data-driven improvements.
- Technical knowledge and development: Experience in or knowledge in the use of new technologies to deliver CS and process improvements including the use of AI.
- Budget & P&L Responsibility: Skilled in managing departmental budgets and cost optimisation.
- Change Management: Familiarity with agile, design thinking, and systems thinking.
Core Skills & Competencies:
- Customer-Centric Mindset: Acts as the Voice of the Customer to drive improvements.
- Analytical Skills: Uses KPIs (NPS, CSAT) and data to enhance performance.
- Leadership & People Management: Ability to motivate and develop large teams.
- Communication & Influence: Strong stakeholder negotiation and presentation skills.
- Commercial Awareness: Understands impact of customer service on revenue and retention.
- Familiarity with emerging technologies: AI chatbots, CRM systems, omnichannel platforms.
Customer Services Director in Coventry employer: SF Recruitment
Contact Detail:
SF Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Director in Coventry
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Services Director role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company’s customer service strategy. Be ready to discuss how your experience aligns with their goals, especially around digital transformation and improving customer satisfaction. Show them you’re the perfect fit!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that resonate with your values and vision. Use our website to find roles that excite you and match your skills. Tailor your approach to each application to stand out from the crowd.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show your genuine interest in the role and the company.
We think you need these skills to ace Customer Services Director in Coventry
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Services Director role. Highlight your strategic leadership experience and any relevant achievements that align with the job description. We want to see how you can set a customer service strategy that stands out!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past roles where you've improved customer satisfaction or implemented digital transformations. This will help us see your customer-centric mindset in action.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Talk about your experience with budget management and change management, and how you can lead our customer service team to new heights.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at SF Recruitment
✨Know Your Customer Service Strategy
Before the interview, make sure you understand the company's current customer service strategy and how it aligns with their growth. Be ready to discuss how you would enhance this strategy and what innovative ideas you can bring to the table.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your experience in managing multi-channel customer interactions and how you've met or exceeded SLAs. This will demonstrate your capability to lead the Customer Services department effectively.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to customer service, such as NPS and CSAT. Be prepared to discuss how you've used data to drive improvements in previous roles, showcasing your analytical skills and customer-centric mindset.
✨Embrace Digital Transformation
Since the role involves implementing digital improvements, brush up on your knowledge of emerging technologies like AI chatbots and CRM systems. Be ready to share your experiences with digital transformation and how you can leverage technology to enhance customer service processes.
