My client is seeking a dynamic and experienced Head of Customer Service to lead and enhance the customer support activities within the organisation. This role is crucial in ensuring the development, performance, and maintenance of a high-performing support team. If you are a strong leader with a passion for customer service, this is the perfect opportunity for you.
Your Role
As the Head of Customer Service, you will be responsible for recruiting, training, and retaining dedicated support, ensuring they meet and exceed service targets. Your role includes overseeing the customer onboarding process and ensuring a smooth and satisfactory initial experience. You will play a significant role in the overall leadership of the business, contributing to commercial outcomes and minimising customer churn. Handling complex consumer complaints and providing comprehensive feedback to the business is also a key part of your responsibilities.
About You
You are a strong and articulate leader with a proven track record of building high-performing teams. Your ability to shape and influence the direction and performance of the support function is exceptional. Your commercial understanding and focus on minimising customer losses and maximising customer lifetime value are strong. You excel in managing complex complaints and multi-departmental issues, providing high-quality written responses and comprehensive feedback to drive improvements.
Some Bullet Points About You:
- Strong leadership skills with the ability to build and develop high-performing teams
- Excellent commercial understanding and focus on customer retention and satisfaction
- Proficient in managing complex complaints and providing comprehensive feedback
- Experience in defining and implementing support workflows, processes, and policies
How to Apply
If you are ready to take on this exciting challenge and lead a dedicated customer service team, we want to hear from you! Please submit your resume and a cover letter outlining your relevant experience and why you are the perfect fit for this role.