At a Glance
- Tasks: Lead and manage customer service teams to ensure top-notch service delivery.
- Company: Join a growing organisation with a focus on innovation and teamwork.
- Benefits: Competitive salary, 30 days annual leave, pension, and career development opportunities.
- Other info: Dynamic environment with opportunities for professional growth and continuous improvement.
- Why this job: Make a real impact by enhancing customer satisfaction and team performance.
- Qualifications: Experience in managing customer service teams and strong leadership skills required.
A leadership position within our Client's Group Operations & Supply Chain function, sitting on the Operations & Supply Chain Leadership Team and reporting directly to the Operations & Supply Chain Director. The Head of Customer Service leads the Bookings Team and Service Delivery Team, comprising of 2 x Team Leaders, 6 x Bookings Coordinators, and circa 18 x Customer Service Advisors. You will hold end-to-end accountability for the efficient management of Installation Engineer diaries, encompassing new sales order allocation and service call scheduling. Engineer utilisation and customer satisfaction is the primary KPI against which this role is measured.
Key Responsibilities:
- Sales Order Management & Allocation: Oversee the timely and accurate processing of all new sales orders raised by the Sales team, ensuring data integrity on system load before allocation proceeds. Allocate jobs to Installation Engineers based on skillset, geographical location, stock availability, and estimated completion time, ensuring optimal match at every point of assignment. Manage the scheduling and coordination of service calls alongside new installation work, ensuring service delivery standards are consistently maintained.
- Engineer Utilisation & Route Planning: Drive and own engineer utilisation as the team’s primary KPI, continuously monitoring capacity, identifying inefficiencies, and implementing scheduling improvements to maximise productive time in the field. Lead and enforce a disciplined zone-based route planning approach, ensuring engineers are working within their designated geographical areas and that job sequencing is practical and logical, eliminating unnecessary travel and crossover. Apply sound workload planning and prioritisation principles to balance engineer capacity against business demand, adjusting dynamically as the order book and service requirements evolve. Monitor and report on utilisation performance, identifying trends and escalating risks to the Operations & Supply Chain Director proactively.
- Reactive & Contingency Management: Respond rapidly and decisively to operational disruptions including engineer absence, vehicle breakdowns, job cancellations, and last-minute changes, rescheduling and reallocating to protect service delivery at all times. Maintain operational continuity by ensuring contingency plans are in place and the team is equipped to manage disruption without impacting customers or SLAs.
- People Leadership & Development: Lead, coach, and mentor the Bookings Team Lead, Bookings Coordinators, and Service Delivery team, setting clear performance expectations and creating a high-performance culture built on accuracy, urgency, and accountability. Conduct regular 1:1’s, performance reviews, and team briefings to ensure alignment and continuous improvement across the function. Support the professional development of team members, identifying training needs and creating opportunities for growth within the function.
- Process Governance & Continuous Improvement: Work closely with the Group Continuous Improvement Manager to ensure all bookings and scheduling processes are documented, up to date, and rigorously followed. Drive a culture of continuous improvement within the team, identifying and implementing process enhancements that increase efficiency, data accuracy, and scheduling quality. Work with the Group Continuous Improvement Manager to ensure SOPs and process documentation are water-tight, accessible, and embedded across the team so that operational standards are maintained regardless of personnel changes.
Skills & Experience Required:
- Essential: Proven experience managing a call centre based customer service team. Demonstrable people management experience, including coaching, mentoring, and developing team members to high performance. Solid understanding of workload planning, prioritisation, and capacity management in a dynamic operational context. Experience tracking and reporting against operational KPIs. Proficient with CRMs and Microsoft 365 (Excel, Outlook, Teams). Strong written and verbal communication skills, with the ability to influence and interface confidently at senior leadership level.
- Desirable: Background in telecoms, utilities, transport planning or similarly complex field-based service operations. Familiarity with continuous improvement methodologies and process documentation frameworks. Experience implementing or improving scheduling or field service management technology platforms. Knowledge of stock and parts availability as an input to scheduling decisions.
What's on Offer:
- Salary up to £45,000, depending on experience.
- Opportunity to join a growing and successful organisation.
- 30 days of annual leave (including bank holidays).
- Annual leave increase after a years' service.
- Company pension.
- Supportive and collaborative working environment.
- Career development and progression opportunities.
Head of Customer Service employer: Zenith Advisory Partners
Join a highly respected contractor known for creating exceptional leisure environments, where your role as a Quantity Surveyor will allow you to make a tangible impact on exciting projects across the UK. With a strong focus on employee growth, you'll benefit from ongoing professional development, a market-leading salary, and a supportive work culture that values autonomy and collaboration. Experience the thrill of seeing your work come to life while enjoying competitive benefits and the opportunity to be part of a high-performing team with ambitious growth plans.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zenith Advisory Partners. 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 Zenith Advisory Partners 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
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 Zenith Advisory Partners:Your cover letter is your chance to shine! Tell us why you want to work at Zenith Advisory Partners 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 Zenith Advisory Partners!
How to prepare for a job interview at Zenith Advisory Partners
✨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.
