Customer Services Director

Job Description

Our Company Masonite UK is a true door category leader combining the experience and craft of four leading door manufacturing brands, Premdor, Solidor, Door-Stop International and National Hickman Industries. Offering comprehensive and compelling product portfolios thatprovide the perfect door solution for every opening, from creating beautiful homes to defining world-class commercial spaces and everything in between.Masonite is committed to building a diverse, equitable and inclusive workforce. We believe in creating environments that reflect our diverse communities. We are a culture that values difference, fosters inclusion and promotes collaboration. We open our doorsto new perspectives, new voices, and new opportunities. We know that diversity drives innovation, empowers employees, and bolsters social responsibility. Were growing our network of people, programs and resources aimed at moving our company and industry forward.Join us in embracing our intentional approach!Our Customer Service Director OverviewYou will provide operational leadership to the Customer Service function by developing and executing plans which deliver best-in-industry B2B and B2B2C customer service across the organisation. The role is focused around developing and ensuring the continuousimprovement of functional processes, across multi sites, by leveraging off the latest technology and advancing the team to deliver the desired service outcomes for our customers, across multiple channels.Our Customer Service Director perks and benefits are:

• Competitive Salary
• 25 days holiday plus 3 days over Christmas shut down period
• Salary sacrifice pension scheme
• Free onsite parking
• Healthcare cash plan

In this role you will :

• Lead the development, implementation and evaluation of strategic and operational customer service plans / initiatives across all channels (customer and communication) to support adding commercial value to Masonite
• Lead and empower Customer Service Managers to improve team capability by setting clear, accountable goals with appropriate measures
• Enhance First Contact Resolution through deploying best mix of resource skills, knowledge whilst also supporting / owning escalations when necessary
• Drive high quality performance and consistency of Customer Service actions across all brands and customer groups
• Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other specific functional metrics as appropriate
• Manage, review and improve functional processes ensuring continuous alignment to overall business strategy
• Leverage Customer Insight and Root Cause Analysis to identify overall service improvements and present recommendations / benefits to key stakeholders
• Identify new tools and technologies which allow Masonite to better serve the customer and also deliver cost to serve reduction
• Work collaboratively with key internal stakeholders to influence and agree cross functional improvements which benefit overall customer service
• Ensure timely communication of required Customer Service reporting and KPIs within Masonites business planning process
• Ensure full regulatory and legal compliance for customer data / information management
• Work in conjunction with Group Commercial Director to define and deliver future-state Customer Service model evolution

About you

• At least 5 years experience of leading and developing Customer Service teams across multi-site manufacturing organisations
• Proven blend of strategic thinking deployed alongside evidence of focused operational execution
• Experienced in managing multi-channel customer communications and adept and identifying / deploying new future-focused format communication opportunities
• Proven track record of improving Customer Satisfaction scores through enhancing the functional blend of people, processes and systems
• Proven track record of exceeding SLAs, KPIs and performance targets
• Ability to analyse and leverage data / information to generate insight and make value-adding recommendations
• Ability to work through complex challenges in order to identify pragmatic and cost-effective solutions
• Established at managing change and driving continuous improvements within function
• Knowledgeable in leading CRM solutions and Dynamics 365 operating platform
• Experienced in ensuring standardised operating procedures are trained across the function and regularly monitored with gaps being swiftly addressed
• Full understanding of functional regulatory and governance requirements