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The Head of Customer Services will be responsible for overseeing the customer service department, ensuring optimal customer satisfaction and driving a customer-centric culture. This role also involves developing and implementing customer service strategies and processes. Client Details This company is a distinguished player in the professional services industry, employing over 1,500 individuals across several locations. They stand out for their commitment to excellence and their robust customer service strategies, which are integral to their operations. Description This role will be a varied and fast pace position, including: Team Management and Leadership: Supervise and lead large teams of paralegals, claims handlers, and compliance administrators. Operational Strategy and Planning: Develop and implement operational strategies aligned with commercial business goals. Streamline processes to optimise efficiency and client service delivery. Forecast resource needs and allocate resources effectively. Performance Monitoring and Reporting: Monitor KPIs regularly to track performance and identify areas for improvement. Prepare and present performance reports to senior management. Quality Assurance and Compliance: Ensure compliance with legal and regulatory requirements. Implement quality assurance measures to maintain high standards of service. Conduct audits and assessments to identify compliance gaps and risks. Technology and Systems Management: Oversee the use of technology platforms and case management systems. Identify opportunities for automation to enhance productivity and accuracy. Collaborate with IT teams to troubleshoot issues and implement improvements. Client Relationship Management: Work closely with client services teams to ensure client satisfaction. Implement client feedback mechanisms to improve service delivery. Training and Development: Develop training programs to enhance team skills and knowledge. Promote a culture of continuous learning and professional development. Budgeting and Cost Control: Manage departmental budgets and expenses effectively. Identify cost-saving opportunities without compromising service quality. Risk Management: Identify operational risks and implement mitigation strategies. Stay informed about industry trends and best practices in risk management. Collaborate with legal and compliance teams to address potential liabilities. Continuous Improvement Initiatives: Lead process improvement projects to enhance operational efficiency. Encourage innovation and creativity within the operations teams. Crisis Management: Develop contingency plans for unexpected events or crises. Coordinate responses to urgent matters to minimise disruption. Communicate effectively with internal and external stakeholders during critical situations. Profile A successful Head of Customer Services should have: Proven experience in a senior customer service role, we will only be considering applications with strong leadership experience in the Legal sector Strong leadership and people management skills with experience managing 100FTE Excellent understanding of customer service practices and procedures Outstanding communication and interpersonal skills The ability to handle complex customer complaints A customer-centric mindset Job Offer A competitive salary range of £70,100 - £80,900 per annum The opportunity to work in a leading company in the professional services industry A supportive and inclusive work environment Room for professional development and growth A chance to lead a dedicated customer service team We encourage all qualified candidates who are passionate about customer service and leadership to apply for this exciting opportunity.
Cavendish Maine are proud to be working as the chosen exclusive recruitment partner to this leading, international pet accessory brand! The company: A leading international brand of premium pet accessories (cat & dog bedding & feeding categories), stocked by every major retailer of pet products in the UK & Ireland including; Pets At Home, Jollyes & Pets Corner as well as leading homeware retailers such as Next, Dunelm, Robert Dyas & Costco. They also work closely with major pet Wholesalers along with over 250 leading independent pet, garden and homewares retailers. The product range is mid - market to super - premium, with a focus on innovation and quality and the company has impressive plans to increase market (category) domination over the next 2 years, doubling the number of independent stores and chains they supply in the UK & Ireland to 500! The role: Working as Head of Sales, you will be required to lead, develop and execute the company's brand sales growth strategy in the UK & Ireland. You will lead a team of 1 National Account Manager and 2 Independent Account Managers, leading, measuring, coaching, developing and driving them to achieve the best possible results. Specific duties will include: Leading the coaching and development of the UK Sales Team, focussing on both collective and individual growth and success Leading the development of strategies for the brand in online and offline wholesale and retail channels, focussing on brand presence, visibility and channel growth Working closely with Account Managers and customers - attending meetings, pitches and presentations Setting and executing sales targets and strategy to increase revenue and brand growth from existing and new channels (UK & Ireland) Defining activities calendar and align with key stakeholders such as Sales, Managing Director, Creative, Production and Marketing teams Identifying and establishing brand KPIs at both Account Manager and customer levels Determining advertising and promotional needs, collaborating with relevant departments to deliver Analysing competitor activity to identify opportunities and gaps Driving business growth with top customers through specific initiatives, category management projects and negotiating terms and promotions with the relevant Account Manager Leading the merchandising in stores by defining in-store priorities, tracking KPI's The person: In order to be considered for the role of Head of Sales, you must possess the following; A wealth of B2B sales management experience gained from within the Pet, Garden or Home sectors specifically Experience of winning and managing national accounts A proven track record of selling a premium level product/range If from the pet industry, experience of selling premium pet accessories as opposed to pet food Experience of selling into Independent retailers; Pet Stores, Garden Centres, Gift Shops etc. Enjoy presenting products and new concepts to retail buyers Have a sales driven mindset with the ability to expand business, identify and develop new opportunities Strong negotiation and influencing skills The ability to work effectively under pressure to seasonal and customer deadlines Strong commercial awareness and integrity A clear communicator with intuitive relationship management skills A full UK Driving license Able to commute to the Manchester office when required The benefits: The job holder will enjoy a basic salary of up to £65,000 p.a, 23 days holiday, discounts on company products, professional development opportunities as well as a vibrant and collaborative working environment. Contact: Sophie Simmonds Reference: SS/86820 Footnote If your application is successful we will contact you to discuss the opportunity in more detail, within 48 hours of receiving your application. Due to the overwhelming Application response we receive through various sources should you not hear from us within one week then please assume your application has been unsuccessful.