Job Info

Head Of Customer Service

Info | 6 Jun 2017
High Wycombe | England, United Kingdom Full time

Job Description

Location: High Wycombe

Term: Full-time, permanent

Start date: asap

Salary: circa £50k plus company car

We are currently recruiting for a driven, highly organised, forward thinking Head of Customer Service for a hugely successful international fenestration company. As the market leader in its field, the HoCS will be responsible for ensuring customer satisfaction, providing problem solving resources and managing the Customer Service team. Also creating and developing an internal sales strategy from within the sales team to support the growth of the business. This role will work across two geographical locations, High Wycombe and Warrington.

Principle Responsibilities:

People responsibilities including recruitment, on boarding, training, coaching, planning, performance managing and implementing policies and procedures
Achieve customer service objectives by preparing and completing action plans, implementing productivity and quality customer service standards, problem solving, auditing, identifying trends and implementing changes
Maintain contact with customers to determine requirements including conducting surveys, forming focus groups, analysing data and benchmarking
Improve customer service quality by evaluating and re-designing processes
Establish and communicate service metrics, monitor and evaluate results and implement changes
Keep up to date with job knowledge by participating in educational opportunities, networking and participating in professional publications
Investigate and solve customers’ problems which may be complex or long-standing and escalated via the customer service team
Maintain accurate records of conversations with customers
Meet with other team members and departments to focus on continuous improvement
Keep up to date with company product and service offering and ensure communication to team members
Manage and develop the northern call centre
Identify and deliver a strategy for optimising every customer contact
Person Specification:

Excellent communication skills
Natural leadership skills
Excellent organisation skills and ability to prioritise a changing workload
Computer literate
Managing and Improving
Able to motivate and lead a team and coach and mentor others
Able to train new starters and provide ongoing skills development
Persuasive and able to negotiate and be diplomatic when dealing with difficult situations
Knowledge / Experience:

Proven leadership skills
Proven experience as a Head of Department or similar is essential
Personal Attributes:

Target driven
Patient and able to work calmly under pressure
Sense of humour
Adaptable and resilient
Tenacious and self-motivated
Additional Requirements:

  • Managing the activities of the team or project and resources to meet budget requirements as required
  •  Setting team and individual objectives and evaluating progress when required
  • Reviewing performance of team and agreeing corrective actions where appropriate when required
  •  Selecting and training staff and assisting in their development when required
  • Ensuring that all responsibilities are met in accordance with company procedures and the Staff Handbook.
  • Understanding the need for confidentiality when dealing with both internal and external information.
  • Flexibility to work outside or in excess of standard hours when necessary to achieve objectives required.
  •  Sound knowledge of the company’s service offering specific to role.




Job Categories: Building services, Customer Service, Design, Facilities, Managerial, Property, and Retail.
Job Types: Full time.

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