Head of Customer Service
Head of Customer Service
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Job Description
Job Description
ROLE Head of Customer Service
TERM Permanent
LOCATION Berkshire
SALARYdependent 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.
For more information about this role please apply or email Sarah Lody on who will be able to provide more details on the opportunity.
Many thanks Premier Group
Required Experience:
Director
Employment Type
Full-Time
