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Head of Customer Service

  • Location

    Cheshire East

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £60,000

  • Consultant:

    Natasha Copitch

  • Email:

    ncopitch@merje.com

  • Job ref:

    NC/15293

  • Published:

    11 days ago

My client is looking for a Head of Customer Service to join the team to drive the Customer Experience.

My client is a leader in their sector and due to continued growth, they now need a new Head of Customer Service to drive improvements in customer experience.

Key responsibilities include:

  • Day to day management of the UK Customer service functions, currently numbering 25 FTE (B2B focus hence lower people responsibility but big financials involved)
  • Drive the inbound contact centre to achieve challenging KPIs and business quality goals
  • Reduce Customer Attrition to enhance business performance
  • Manage product Cross-Selling opportunities to improve customer retention
  • Be the Customer Champion within the management team
  • Work across all departments to deliver “best in class” Customer Service
  • Reduce Operational Cost and improve scalability through driving customer self-service products
  • Manage the operational element of the Recruitment and Selection process
  • Performance management of staff to deliver Continuous Improvement
  • Design and deliver best-in-class training programmes for new start induction and agent development
  • Create a compelling environment to support Performance and Retention of people

The Person

Skills & Experience

  • Highly presentable with strong organisational and motivational skills
  • Outstanding communication skills with the ability to operate at all levels internally and externally
  • Ability to improve standards through effective performance management
  • Strong negotiation skills
  • Ability to analyse resource levels and optimise capacity without compromising on service quality
  • Ability to understand and enhance a complex business model
  • Inspirational leadership
  • Analytical skills
  • Effective stakeholder management
  • Minimum of 5 years’ experience in contact centre management is essential
  • Ideally degree level education