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Head of Customer Service

CMR Recruitment
Job LocationOrton Southgate
EducationNot Mentioned
Salary45,000 - 50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Job Title: Head of Customer ServiceLocation: PeterboroughSalary: £45,000 - £50,000 (depending on experience) Summary of Position:Our client, who provide a multiple of solutions to the care market are looking for a Head of Customer Service to join their growing team. The Head of Customer Service will be expected to lead the team to drive excellent customer experience across the team.They will work to develop and streamline processes across the team to maximise efficiency and drive performance.The responsibilities include but are not limited to the following:

  • Directly manage and monitor the overall performance of the customer services and operations/warehouse team
  • Contribute to training and development of the team
  • Effective liaison, support and assistance between customer services department, warehouse/operations and the wider organisation
  • Follow up and management of the Zendesk tickets to ensure timely responses within the SLA
  • Continual improvement of systems, operations, and efficiencies
  • Achieve maximum profitability and customer satisfaction in accordance with organisation plans
  • Ongoing process improvement, revisiting key processes frequently to ensure that they keep pace and can scale operationally with the business
  • Responsible for overall Health & Safety of the customer Services team, warehouse site and operations
  • Participate in building and then leading delivery of quarterly objectives
  • Daily, Weekly & Monthly reporting on team and department performance, successes, and challenges
  • Effectively negotiate through difficult situations, to ensure we achieve a win-win outcome for our customers and the business
  • Adherence to the company QMS and implementation of business process improvements
Skills, Experience & Key Candidate Attributes:
  • Experience within a similar role
  • Ability to assimilate written and numerical information in a report or presentation format and deliver to a variety of stakeholders
  • Great team development skills focused on building and evolving performance
  • The ability to focus in a fast-paced environment despite distraction
  • The ability to communicate at all levels, adapting your own style where appropriate
  • Ability to build, lead and manage a team
  • Track record in planning workloads for a team of individuals
  • Ability to work well under pressure
  • Good observation skills, attention to detail and initiative to build a strong customer knowledge and understanding
  • A methodical working ethic and ability to work closely with other teams to achieve a desired outcome
  • A passion in the products and services offered and a determination in your approach to gain new business
  • A confident approach and ability to discuss sensitive issues
  • Strong communication and organisational skills
  • A passionate interest in healthcare infrastructure and hospitals would be beneficial
So, if this sounds like you and you want to make a real difference to a growing company, then apply now.

Keyskills :
Customer SatisfactionCustomer ServiceProcess ImprovementReportingWarehouse

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