Head of Customer Services

SF Recruitment are recruiting for a Head of Customer Services for a business based in Redditch Office based – Monday to Friday 9am – 5pm

GBP60,000 + benefitsA fantastic opportunity has arisen for a Head of Customer Service to join a business based out of the Head Office in Redditch, Worcestershire and will be a full–time office–based role. This position would suit someone who has extensive senior experience leading a B2C customer services department. The successful candidate will have strategic and operational responsibility for the development, continuous improvement and delivery of excellent customer service. Leading a team that will typically deliver customer interactions across multiple channels (telephone, email, social media and correspondence) whilst ensuring and identifying all culture, process, performance and efficiency improvements for the customer. Meeting and delivering on all SLA's and KPI's set within Customer Services. Duties will include: – Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation – Quickly develop and implement process improvements in the customer service team to achieve daily order fulfilment targets – Develop a full suite of KPI's and metrics to manage and improve performance and output – Improve performance of the team through the development of leadership and teamwork skills to meet Company targets and exceed expectations – Achieve maximum profitability and growth in accordance with organisation plans – Continually drive better customer interaction through better service and setting clear accountable performance measures – Direct, manage and monitor the overall performance and activities of the customer services team – Interact and co–operate with all members of the organisation and customers ensuring effective liaison, support and assistance by customer services – Use customer insight and root cause analytics to identify improvements, and present these regularly to the COO – Support all other departments with customer service and related issues – Develop relationships with Procurement, Warehousing and Logistics and Sales Teams to support the smooth and seamless customer order through the business and to the customer delivery location – Direct recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met, to include developing plans for team activities to include strategy to achieve agreed targets – Reporting on a weekly and monthly basis, or as otherwise required – Accountable for ensuring full regulatory and legal compliance, and identification of any potential issues – Delegate authority and responsibility to the team with supervision, accountability and review – Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character, driving quality and consistency Person Specification: – Extensive senior experience of leading a customer services department (a B2C background would be desirable) – Strong strategic and customer focus – Thorough understanding of customer service management obligations, requirements and dynamics – Proven and established record of exceeding targets, KPI's and SLAs – Strong customer systems/software knowledge and experience – Taking personal responsibility to deliver results, demonstrating resilience and drive – Excellent customer focus – Highly organised – Innovation – Relationship development and working with others to deliver results