Head of Account Management & Customer Service
Location: Tunbridge Wells
Salary: £50K + additional benefits
To lead, manage and develop the Customer Service function and a mix of an office and remote-based Account Management team to achieve & grow in line with the strategy whilst providing high quality service to all specified members and transactional customers.
Responsibilities:
1. Direct line management and motivation of the Customer Service and Account Management teams to meet engagement and key business targets.
2. Establish a positive, forward-thinking, and energized team culture that attracts & retains talent.
3. Manage the team to deliver a consistently high-quality service.
4. Oversee the day-to-day running of the Customer Service Team.
5. Ownership: Point of escalation for all customer issues and complaints to reach resolution in line with policy.
6. 'Know your numbers': Achieve growth and sales targets by budgeting and implementing a clear path to success.
7. Establish great working practices with key stakeholders at all levels across the business to contribute to the strategy.
8. Promote and encourage long-lasting customer relationships through effective customer engagement analysis.
9. Information: Identify and measure customer satisfaction targets for monthly KPI reporting.
10. Planning: Understand current and future customer needs to contribute to the approach to change & modernization.
11. Collaboration: Work with other areas of the business to establish an integrated team approach.
12. Ideas: Contribute to wider business projects as part of the Senior Leadership Team.
Experience:
1. Experience within a Customer Service Management or Sales Manager position.
2. Clear track record of target achievement in previous positions.
3. Previous working knowledge of CRM systems is a plus.
All applicants must have an unrestricted right to work in the UK as our client will not support visa sponsorship for this role.
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