Job Title: Senior Head of Customer Services Position: Full time Reporting to: MD UK Location: Bolton – Office Based We want to be at the forefront of making a positive impact on the world. Our focus is providing Clean Technology to make the world a more sustainable place and every single transaction we make creates a brighter future. Our mission is to have a brighter future for the world by enabling clean technology for all. Join Segen for an opportunity to help change the world with every action you make. It’s fast paced, challenging, dynamic and incredibly rewarding, because changing the world isn’t easy Company Profile The Segen Group the UK’s largest Wholesale Distributor of Solar PV, Energy Storage Systems and EV-charging. The Group has three subsidiaries in UK, South Africa and Europe. Formed in the UK in 2005 and then opening internationally in 2015 and 2016, Segen is now part of the Labora Group since 2021. Segen Group turnover is in excess of £300m and growing at over 50% per year so there has never been a better time to join the team. Our customer base consists of commercial and residential installation companies. Access to our unique on-line portal and design tool, plus our emphasis on product quality, consistency and availability sets us apart in the market. Segen is a fast-moving business that responds quickly to any market changes supported by its bespoke ERP system and database and team Position Summary: The Head of Customer Services is responsible for leading the overall customer service strategy and ensuring the highest levels of customer satisfaction. This role oversees the daily operations of the customer service department, driving performance, efficiency, and continuous improvement to meet company objectives. The ideal candidate is a strong leader who can build, inspire, and manage a high-performing customer service team, ensuring that customer interactions align with the company’s values and mission. Key Responsibilities: Strategic Leadership : Develop and implement a customer service strategy that aligns with business goals and enhances customer experience. Team Management : Lead, mentor, and manage the customer service team, ensuring they are equipped to handle inquiries, complaints, and other customer issues effectively. Customer Experience : Maintain and improve customer satisfaction levels by monitoring feedback and implementing continuous improvement initiatives. Performance Metrics : Establish and monitor key performance indicators (KPIs) for customer service to ensure the team is meeting performance standards. Process Optimisation : Continuously evaluate and improve processes to enhance service delivery, reduce response times, and streamline customer interactions. Cross-Department Collaboration : Work closely with other departments (e.g., Sales, PPM, OP) to ensure customer feedback is incorporated into product and service improvements. Complaint Resolution : Oversee the resolution of complex customer complaints and escalated issues, ensuring timely and satisfactory outcomes. Training and Development : Ensure the team is regularly trained on new products, services, and customer service best practices. Customer Engagement : Develop strategies for proactive customer engagement, including follow-ups, feedback collection, and loyalty programs. Reporting : Provide regular reports on customer service performance, trends, and improvement initiatives to senior management. Budget Management : Oversee the customer service department budget, ensuring efficient allocation of resources. Key Qualifications: Experience : Minimum of 4 years in a senior customer service environment. Experience in solar industry is a plus. Leadership Skills : Proven ability to manage and motivate a team. Communication : Excellent verbal and written communication skills; able to articulate strategies and plans to both the team and senior leadership. Problem-Solving : Strong analytical and problem-solving abilities; capable of handling complex and sensitive customer issues. Tech-Savvy : Familiarity with Segen systems, customer service software, and data analysis tools. Customer-Centric Mindset : A deep understanding of and commitment to delivering excellent customer experiences. Organisational Skills : Strong ability to prioritize, manage time effectively, and handle multiple tasks under pressure. Education : Bachelor’s degree in Business, Marketing, or a related field (preferred, but not required). What we offer: 25 days holiday Pension Life Assurance Discounted company products Cycle to Work Scheme Electric Car scheme Career Development Employee Assistance Scheme Staff events and surprises Health Cash Plan