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Head of Customer Service

Page Personnel Secretarial & Business Support
Job LocationSheffield
EducationNot Mentioned
Salary45,000 - 55,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

  • Head of Customer Service
  • Newly created role
  • Leading Manufacturing business
  • £45,000 - £55,000
  • Responsible for implementing new ways of working
Client DetailsPage Personnel are delighted to be working in partnership with a leading bespoke manufacturing business based in Sheffield who are looking to appoint a new Head of Customer Service at this time. The role will be responsible for implementing new ways of working,and driving improvement across existing customer operationsDescriptionKey Responsibilities
  • Create, own and drive the business customer service strategy by working with key stakeholders both internally and externally to shape what that should look like
  • Ownership for customer service function including order processing, quotations / estimations, dispatch and delivery
  • Work with key internal stakeholders to create materials and tools for customer service and sales teams to carry out their roles more effectively and provide a better customer journey
  • Create and roll out new quotation and estimation process and systems that will lead to better outcomes and a great customer experience
  • Drive performance across the Customer Service function taking into account pre agreed SLAs and KPIs
  • Look to improve overall NPS and CSAT scores
  • Work with production and planning to best manage lead times with a view to keeping customers fully informed at all times
  • Create and maintain strong working relationships with key B2B customers through regular reviews
  • Drive continuous improvement across the function by undertaking regular reviews to highlight areas for change
  • Drive quotation take up rate by providing a best in class service, and also creating reports to understand customer actions
  • Create reports around quotations to understand why customer have or have not proceeded with quotation uptake, helping the busienss understand areas that can and are effectng customer actions
ProfileThe Successful Candidate:
  • Experience in a similar Head of CS or CS Manager role
  • Understanding of manufacturing and quotations based businesses
  • Ability and record of implementing new ways of working
  • Strong stakeholder management
  • Excellent communications skills
  • Process mapping experience
  • Continuous / process improvement experience
Job OfferThis is a great opportunity to join a leading manufacturing business as their new Head of Customer Service at their offices in Sheffield.The role offers a salary of between £45,000 & £55,000 dependent on experience along with extensive company benefitsBased in Sheffield, the business has great links to the M1 and is very accessible across West and South Yorkshire

Keyskills :
Head of Customer Service

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