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Head of Customer Services

recruit121
Job LocationCardiff
EducationNot Mentioned
Salary£55,000 - £62,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Excellent opportunity for a Head of Customer Services in a fast growing tech company based in Cardiff.These are exciting times for my international client who has doubled in the last 2 years and is experiencing continued growth at a rapid rate. My client has a great culture that very much focuses on personal & technical development.They are looking for an individual who can scale their service and support organisations to meet the demands of a rapidly growing organisation in the bullish UCaaS market.This is a dynamic role, where you will be empowered to create, design, and implement a strategy that shapes a critical company function. You will lead an international team of specialist support engineers, driving a continuous improvement mindset that is aligned to our corporate values of excellence, integrity, relentless customer centric and driving innovation.In addition, you will be the face of the Service to the partners and customers through regular service reviews and planning workshops enabling you to be the voice of the customer internally. We are seeking a candidate who inspires their team and wins the trust of our customers.

  • Develop and execute strategy for Customer Support operations including service acceptance, assurance, and continuous improvement framework
  • Manage Service Reviews and Service Review documentation.
  • Manage supplier review and ensure they are maintaining their commitment and SLA to us for both delivery and support.
  • Cultivating customer relationships that position the business as a trusted partnership and their preferred specialist for UC products.
  • Stay current with company products, initiatives, and trends in the UC sector to support customer services initiatives
  • Accountable for strategic, business, and operational leadership, to ensure achievement of maximum value to our customers
  • Build and maintain excellent relationships with customer’s executives and assure business continuity and smooth execution, leading to high retention rate and increasing revenues
  • Build the vision and set strategic goals
  • Comfort in C-Level relationship management.
  • Working on effective planning processes including forecasting, capacity management and scheduling.
  • Reporting on your departments KPIs, progress, risks, and opportunities on regular business wide updates.
  • Being an internal and external change agent while protecting customer service from disruption by maintaining high levels of employee engagement.
    • Skills and Experience required….
  • Extensive experience of running large customer service or customer success teams in highly complex matrix organisations.
  • Ambitious, driven & passionate about making a difference.
  • Proven track record in improving customer satisfaction or Net promotor scores (NPS).
  • A customer experience mindset with a determination to exceed customers expectations at every opportunity.
  • A clear and supportive individual with a track record of developing teams to deliver their highest performance levels.
  • Self-starter with initiative and drive.
  • Analytical mindset, curious about the data behind what we do.
  • Adaptable and flexible with the ability to manage resourcing challenges without compromising on customer experience and quality.
  • Motivated by working in a fast-growing company.
  • Previous experience working in a unified comms space would be an advantage.
  • Hands on experience using CRM systems
  • Curiosity for learning and a growth mindset are key.
  • Data centric with advanced understanding of interpreting data and insight.
  • Proven experience developing operating models and reviewing end to end journey processes required.
    • Ideally I am looking for someone to start asap but my client will wait for the right candidate If you are interested then please send me your CV and I will call you to discuss in more detail Required skills
  • Strategy
  • Business Continuity
  • Operating Models
  • Support Engineers

    • Keyskills :
    Strategy Business Continuity Operating Models Suppt Engineers

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