Head of Service Delivery

Job Description

Ibstock plc is a market leading manufacturer and partner of choice for innovative clay and concrete building products, building the face of Britain for over 200 years.We’re no ordinary manufacturing business. Through our principal products of clay bricks, brick components, concrete roof tiles, concrete stone masonry substitutes, concrete fencing, pre-stressed concrete products and concrete rail products, we’re committedto providing new solutions to today’s social and environmental challenges for the new build housing and domestic repair, maintenance, improvement markets (RMI) and infrastructure.Many of our long-standing customer relationships have lasted over 40 years. Our customer focus is based on quality, service and consistency and our service-led ethos is one of the key drivers in the growth of our market share over the past 10 years.We are currently looking for a new Head of Service Delivery to join us.As our Head of Service Delivery, you will be responsible for:•Leading, engaging and developing a multi-skilled customer service team•Promote continuous improvement through addressing customers’ needs efficiently and effectively•To identify gaps in the key processes and the customer journey, to work with all relevant departments to design new and innovative processes to enhance the customer experience•Develop and maintain data points to understand service levels and the management of resources across all sales offices.•Responsible for 5 office’s KPI’s and insight to identify opportunities for improving service and efficiency•Production of monthly management reports and senior executive level updates•Visit customers and be the senior management representative at any regular service reviews•Support Sales Office Managers in managing internal and external relations to ensure that customers are satisfied•To work closely with Sector Directors to ensure internal and external sales functions are aligned in achieving sales targets•To lead a team focused on providing the highest quality of experience in order to provide additional value and growth•Manage the overall Sales Office budgets•Responsible for the profitability of service delivery•To work with the Head of Supply Chain to understand key business challenges and implement a culture that drives engagement and growth•You will support leadership of the sales offices at a senior level to further the already high standards of deliveryAs our Head of Service Delivery, we would like you to have:•Experience of planning and liaising with hauliers along with previous experience of dealing with customers at a senior level•Knowledge of the JDE system (advantageous but not essential)•Commercial and strategic individual with proven vision, leadership and communication skills•Experience of developing and delivering against operational plans•Ability to create highly effective internal and external stakeholder relationships•Proven ability to develop an existing customer service team to increase profit whilst surpassing customer expectations•Ability to analyse and interpret data to identify key trends and opportunities to increase profitability and improve the customer experience•Robust and tenacious negotiation skills and inherent customer service focus.Don’t meet every single requirement Studies have shown that some people from minority groups are less likely to apply to jobs unless they meet every single qualification. Here at Ibstock PLC we are dedicated to building belonging, empowering you to be yourtrue self by offering a diverse, inclusive and authentic workplace. If you are excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the rightcandidate for this or other roles.Ibstock PLC are committed and passionate about building a diverse environment. We are proud to be an Equal Opportunity employer. You will receive consideration for employment without regard to gender, gender identity or expression, sexual orientation, race,religion, national origin, disability or age.