* Head of Customer Service
* Sunthopre / Doncaster
About Our Client
Page Group are delighted to be working with an industry leading business based in the Scunthorpe / Doncaster area, who are now looking to appoint a new Head of Customer Service. This is a pivotal role within the organisation that forms part of the SLT and will drive key business wide objectives.
Job Description
* Overall responsibility for all customer activities and interactions post product sales
* Management and leadership of 10fte across Customer Care, After-sales and Installations
* Be a point of contact for key customers ensuring exceptional service levels are achieved
* Ensure customer enquiries are managed within agreed timescales to the full satisfaction of the customer
* Undertake route cause analysis on Customer Issues to identify faults and ways to improve process and procedures to reduce repeat issues
* Work cross functionally with Sales, Production, Engineers and Logistics to map out the customer journey, reviewing all touch-points to improve customer experience
* Meet with customers to understand service performance, ways and areas for improvement and create strong working relationships with customers that encourage retention
* Review operating process and procedures ensuring they are robust, fit for purpose and drive maximum efficiency
* Create and present reports to board level
* Oversight of installations / engineers ensuring resources are best planned and managed to meet customer demand and meet SLA expectations
The Successful Applicant
* Experienced in a similar Head of Customer Service / Customer Service Manager role
* Understanding of manufacturing / engineering industry (desirable)
* Ability to drive continuous improvement
* Ability to forge strong working relationships with B2B customers
* Able to analyse and interpret data
* Ability to work with senior stakeholders
What's on Offer
The role of Head of Customer Service will join a growing and forward thinking business at their head offices in the Scunthorpe / Doncaster Area.
The role will include travel to customer sites therefore the successful candidate will have a full UK Driving Licence.
Salary of £60,000 - £70,000 plus Car Allowance. Further benefits to be disclosed upon application.
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