Head of Customer Services

Head of Customer Services

Wakefield

Competitive Salary

West Yorkshire Windows Ltd are a leading installer of conservatories, orangeries, double glazing windows, living spaces and doors throughout Yorkshire. West Yorkshire Windows aims to be the most customer focused window and conservatory installation company in Yorkshire.

You will have full responsibility in leading the company to deliver excellent service to both prospective, current and previous customers. You will be part of the Senior Management Team and will oversee as well as being hands on to ensure that the customer is kept up to date about their home improvement project at every stage from sale to contract completion and onto aftercare.

Within your new role as Head of Customer Services you will be expected to deliver a first–class customer service throughout the customer journey. You will be expected to identify and implement improvements to service, you will be the voice of the customer, define the strategy and direction, lead by example and work closely with the Managing Director, Head of Operations and Head of Sales.

You will have a strong knowledge of the window/door and conservatory industry and understand the installation process with excellent planning and organisational skills and product knowledge.

You will be able to educate, coach, mentor and support colleagues to achieve exceptional levels of customer service. You will have a reputation for integrity, excellent customer service and sound business judgement and be totally confident working in a team environment.

Role Responsibility

Manage multiple teams internally and off–site to deliver exceptional customer service and drive through results;

Be a passionate and strong listener with the ability to understand the customer;

Driving insights into the business and constantly seeking ways to improve on standards of service;

A hands–on approach, including regularly speaking directly with customers and trades to resolve issues;

Manage performance management, coaching and 121's to drive forward improvements in overall performance;

Manage the quality of all customer communication in the team by training and monitoring all aspects to deliver results;

Manage all escalations in a positive and productive way to the point of resolution;

Liaise with the Senior Management Team to ensure a smooth customer journey;

Positively drive change, culture and development of the team;

Proactively look at process improvements in the team and put in place countermeasures to improve overall process;

Become the main point of contact across key functions to ensure a high level of customer service;

Improve and reinvigorate performance metrics to ensure improved service and minimised cost;

Manage governance across all departments ensuring the right decisions are made;

Person attributes

Knowledge of the home improvement industry would be advantageous.

You must be passionate about putting customers first

Have hands on experience of giving the very best customer service

5+ years of experience of coaching, managing and leading teams;

The ability to motivate and inspire, with a strong personality and the ability to communicate plans and challenges effectively at all levels;

You will be able to manage through others, lead changes and have strong relationship building and influencing skills;

You will have had exposure to commercial decisions with the aim to increase revenue;

The ability to analyse customer service operations and identify opportunities to create operational efficiencies that benefit the customer;

Proven evidence of delivering results through performance management;

Ability to influence and negotiate at a high level;

Proven ability to think outside the box to solve customer problems;

Committed to delivering a great customer experience personally and through your team;

Experience of improving processes in a customer environment to create efficiencies;

Devising and implementing training programmes and meetings;

The ability to handle multiple priorities whilst providing excellent service;

Ability to interrogate data to highlight areas of improvement on performance;

Excellent written and oral communication skills

Excellent organisational skills;

The ability to assign tasks to other departments and ensure assigned tasks are completed to the agreed timescale;

A strong communicator with ability to demonstrate excellent written and verbal communication skills;

Self–assurance and resilience under pressure are prerequisite;

A positive "can do" attitude with the ability to work under pressure and meet deadlines;

Excellent attention to detail, with the ability to work in an organised and methodical manner;

The ability to demonstrate effective time management and prioritise tasks;

Excellent problem–solving skills with the ability to analyse the problem and provide a mutually beneficial solution;

The ability to challenge existing work practices, identify areas for improvement and implement new processes and plan;

A strong sense of humour with the ability to manage and implement change;

The ability to successfully follow processes and deliver required and measurable results.

If you would like to be considered for this opportunity please send your CV and covering letter detailing your salary expectations