Head of Customer Services
Are you a visionary leader with a passion for customer service excellence? Our Client is seeking an exceptional individual to take on the role of Head of Customer Services. This is a unique chance to shape the customer journey from purchase to final delivery, ensuring a seamless and exceptional experience at every touchpoint.
Why apply?
Joining means becoming part of a company that values innovation, collaboration, and customer-centricity. As the Head of Customer Services, you will have the opportunity to lead a dedicated team of over 50 professionals, driving operational excellence and customer satisfaction. This role offers the chance to make a significant impact, working closely with senior leadership to shape the future of customer service at our client.
Key Responsibilities:
1. Drive Customer Experience: Lead the customer journey from appointment booking to post-service follow-up, ensuring a seamless experience that meets or exceeds customer expectations.
2. Operational Excellence: Implement best practices and standardise operations to improve efficiency and performance.
3. CX Excellence Programme: Drive initiatives that improve customer satisfaction, loyalty, and retention through data-driven insights and cross-functional collaboration.
4. Operational Support for Field Operations: Collaborate with the Head of Field Operations to ensure efficient coordination of service delivery, empowering field teams to succeed.
5. Empowering CS Teams: Provide the necessary tools, resources, and support to deliver high-quality service aligned with company values. Ensure teams are well-trained and equipped to handle customer interactions professionally.
6. Automation and Technology Integration: Champion the use of AI, automation, and digital tools to improve service efficiency and scalability.
Skills and Experience Required:
* Proven leadership experience in a customer service or operations role.
* Strong track record of driving customer satisfaction and operational excellence.
* Experience with AI, automation, and data analytics to streamline processes.
* Excellent communication and collaboration skills.
* Ability to lead and inspire a large team, fostering a culture of continuous improvement.
No qualifications required and full company training provided.
The Ideal Candidate:
The ideal candidate will be a strategic thinker with a hands-on approach, capable of leading by example and driving change. With a strong focus on collaboration, continuous improvement, and data-driven decision-making, you will be pivotal in delivering an exceptional, brand-aligned customer experience while driving operational efficiency and growth.
If you are ready to take on this exciting challenge and lead their customer service function to new heights, apply now. This is your chance to make a lasting impact and support the company’s vision and mission.
Please apply your interest to kim-veasey@industria-jobs.co.uk
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