Head of Customer Service

Job Description

Head of Customer Service Orpington£45,000 - £50,000 + bonus and bensCompany OverviewSpy Alarms are a fast-growing security company based in the Southeast. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems inthe Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the "family feel" culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.Job Purpose:We are creating a new position of Head of Customer Service to help us measure and continually improve our customer experience. The position reports to the Group Service Director.As our organisation expands, your leadership will extend to a team of Service Managers, mirroring the growth of the business. Your role will require strong interpersonal skills, positivity, exceptional organisational abilities, and a proven track recordin people management.As the Head of Customer Service, your primary responsibility will involve overseeing the customer service efforts of each Service Manager and their respective teams. This includes actively measuring, monitoring, and steering the customer service strategiesto ensure alignment with our organisational goals and objectives.Responsibilities:

• Team Leadership: Day to day Leading and managing a select team of Service Managers, ensuring they are motivated, trained, and equipped to deliver exceptional service to customers.
• Setting Service Standards: Establishing and maintaining service standards and protocols to ensure consistency and quality in our customer interactions.
• Handling Customer Complaints: Addressing customer inquiries, concerns, and complaints in a timely and professional manner, striving to resolve issues to the customers satisfaction.
• Monitoring Performance (KPI’s): Monitoring team performance metrics such as response times, resolution rates, customer satisfaction scores, and other key performance indicators (KPIs), and taking corrective actions as needed.
• Training and Development: Providing ongoing training, coaching, and feedback to our customer service advisors to improve their skills and performance. (Auditing or recorded calls & emails)
• Process Improvement: Working with the Head of P&P in Identifying areas for process improvement in customer service operations and implementing changes to enhance efficiency and effectiveness.
• Building Customer Relationships: Building strong relationships with key customers, understanding their needs and preferences, and advocating for their interests within the organization. (Working with the Priority Desk Manager to achieve this.)
• Customer Feedback Analysis: Analysing customer feedback, surveys, and data to identify trends, patterns, and areas for improvement in products, services, or processes.
• Cross-functional Collaboration: Collaborating with other departments such as sales, credit control, Installation, and operations to address customer needs and improve overall customer experience.
• Help develop a customer retention strategy based on data analysis, customer feedback & staff feedback.
• Driving a positive Culture, and being a positive role model for the department and our business

Overall, the Head of Customer Service plays a critical role in driving customer satisfaction, loyalty, and retention by ensuring that the customer service team delivers exceptional service and support at every touchpoint.Skills and Experience:

• +5 years’ experience in a similar role or Customer Service Manager position
• Excellent customer service skills
• Excellent communication skills
• The ability to analyse data, draw conclusions and implement process changes as directed by the results of the data analysis
• Strong conflict resolution/negotiating skills
• Coaching and staff training experience
• Empathy and patience
• Knowledge/Experience of Microsoft Dynamics 365/NPS is an advantage but not essential
• Knowledge of the Security Industry/systems is an advantage but not essential

Salary and Benefits:In return, you have the chance to work for a successful, growing NSI gold and BAFE approved company with a great reputation in the fire alarm/security industry.

• Competitive basic salary plus bonus

• Pension
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• BUPA Health & Safety and an employee assistance program
• Career progression opportunities
• Staff referral scheme
• Company Sick Pay
• Rewards & recognition programmes
• Ongoing training
• Company events

Standard working hours are 8.30am-5.00pm Monday to Friday.Please be aware all successful candidates will need a full driving license and will have to undergo relevant security checks by NSSA standardsJob Types: Full-time, PermanentRequired skills

• Customer Complaints
• Customer Service
• Customer Service Operations
• Key Performance Indicators
• Management Experience
• Microsoft Dynamics
• Process Improvement
• Identify Trends
• Performance Metrics
• Resolve Issues