Director of Customer Service
Reading/Exeter/Hybrid
What it's like to work at Landmark:
At Landmark, you'll find a friendly, dynamic, and supportive team that values bold ideas, big dreams, and active curiosity. We foster a culture of innovation, encouraging everyone to contribute to the development and direction of our products and services, while continuously seeking new and efficient ways to work.
Collaboration and sociability are at the heart of what we do, and we take pride in coming together to achieve great things.
We offer a range of benefits to support your well-being and career growth, including:
1. Competitive Salary
2. Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year
3. Annual Lifestyle Allowance: £300 to spend on an activity of your choice
4. Pension Scheme: Matched up to 6% for the first 3 years, and up to 10% thereafter
5. Private Health Insurance: Provided by Vitality
6. Group Income Protection Scheme
7. Charitable Fundraising: Matched funding for your efforts
8. Cycle to Work and Gym Flex Schemes
9. Internal Coaching and Mentoring: Available throughout your time with us
10. Training and Career Progression: A strong focus on your development
11. Family-Friendly Policies
12. Free Parking
Join us at Landmark and be part of a team that supports your ambitions and growth, both personally and professionally.
The Opportunity
The Director of Customer Service is a key strategic and business leadership role responsible for the maintenance and improvement of contractual service delivery requirements for each of our customers. You will be responsible for ensuring each customer’s contractual obligations are fulfilled by the team, and the standards expected by Solutions are maintained at all times.
The role will involve:
13. Leading, guiding and coaching the service team to drive efficiencies, de-risk and accelerate through put of work with customers to ensure world class delivery is maintained as a standard.
14. Managing escalated complaints through to resolution, ensuring most positive outcome for the customer still ensures maximum benefit for the business.
15. Acting as the primary escalation point for all large clients.
16. To set out and deliver against the Customer Service department’s quality objectives.
17. Leading by example, ensuring that the team remain motivated through positive management, coaching and recognition of performance.
18. Supporting the Customer Service team with challenging conversations with customers
About You
To be successful as the Director of Customer Service you will be someone who prides themselves on their Customer Service knowledge and always thrives to exceed expectations. You will have experience at Director Level as Technology/Implementation/Delivery Owner.
You will also have/be:
19. Experience in leading Customer Service teams to deliver to targets and within costs
20. Experience with optimisation of delivery via alternative technology options
21. Experience in understanding Technical requirements from customers as part of a sign off process.
22. Excellent stakeholder management experience, and ability to communicate with stakeholders of all levels.