Head of Customer Service

Job Description

As the Head of Customer Service, be part of an impressive growth story with an ambitious consumer facing digital ecommerce org embarked on an exciting global journey and happily disrupting their market sector. With impressive global consumer reach, and operations located in multiple continents this organisation is well funded and has already kicked off a significant growth phase in 2020 and beyond. To support this exciting growth, they are hiring a Head of Customer Service to lead and manage a high performing internal CS team delivering high quality support to their global consumer base. Passionate about consumer experience, and an inspiring and effective leader, you will have full ownership over training, development and hiring as the team grows to meet the demands of this growing organisation and their expanding client base.This role would be perfect for someone who has worked in a fast moving, high performing consumer focused ecommerce or retail business and who really understands the importance of building and maintaining long standing, happy relationships with clients across the globe. You’ll build and own relationships across the business at senior levels and be the proud ambassador for the Customer Service function making sure that feedback and interests are communicated well. You’ll also be directly involved in devising improvements to ensure that the consumers journey is outstanding, from their first browsing touch point right through to delivery. This is a fantastic opportunity to develop and grow your function as well as be involved with a fabulous growth story with an organisation that really values their people and the contributions they make. About the Head of Customer Service role- Develop and grow a high-performing Customer Service function, to deliver outstanding support to our international client base via Email, Phone, Live Chat, and WhatsApp in line with ambitious growth targets.- Manage a team of 8+ customer service agents, with full ownership over training, development & the hiring of new team members as the function grows to meet demand.- Devise and deliver onboarding and training plans for all types of new joiners (including temps, and PT & FT agents).- Own relationships with other functions across the business, representing the CS Function’s interests and feedback to senior stakeholders.- Constant communication with your team to understand consumer sentiment and mood on a daily basis, including troubleshooting technical bugs and escalating where appropriate.- Devise improvement strategies for all touchpoints throughout the consumers journey, from first browse to delivery.- Monitor and identify trends in client outreach and work with the operations team and 3PLs to resolve production quality and shipping issues which impact client experience.Something About You:- Previous experience in leading a high performing Customer Service environment in the eCommerce or Retail sector- Resilient, tenacious, and hands-on, with a #GSD attitude and boundless positive energy and ability to work in a non- traditional, modern tech entrepreneurial environment- A lover of data, you can quickly resolve issues using effective data analysis techniques- Strong attention to detail and a methodical and logical problem solver- Diligent and highly organised- Highly capable communicator and collaborator with the ability to work cross functionally- Able to show vision and creativity and a strong sense of initiative, ownership, and collaboration in your role.- Experience of executing project-based work such as integration and launch of new CRM systems, channels, or CS team initiatives.This role comes with a competitive salary, central London office location and attractive benefits (including regular fun team events and a cultural allowance) and offers a fantastic opportunity to join a happy, high performing business at a really exciting stage in their global growth journey. If this sounds like the Head of Customer Service role for you, click the apply button online and submit an updated copy of your CV today!Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.