The Head of Customer Service will lead and streamline customer service operations within a high growth technology and telecoms company. They will develop strategies to enhance customer satisfaction, loyalty, and retention.
Client Details
This is a rapidly growing company in the technology and telecoms sector. With a team size of over 100 employees, the company is committed to providing advanced technological solutions to its wide range of clients across the UK.
Description
This leadership role will be responsible for the successful day to day running of a busy B2B / B2C multi channel contact centre.
- Lead, develop and manage the customer service department to ensure high levels of customer satisfaction.
- Create and implement strategies to enhance customer loyalty and retention.
- Develop and manage a customer feedback system to track and improve customer experience.
- Coordinate with other departments to ensure consistency in customer interactions.
- Monitor and report on customer service performance metrics.
- Implement customer service training programs for the team.
- Handle and resolve escalated customer complaints and issues.
- Stay updated with the latest trends in customer service and technology.
Profile
A successful Head of Customer Service should have:
- Experience in a Customer focused leadership role from within Telecomunicaions or Utilities business.
- Like for like experience, we are looking for an existing Head of Customer or a Customer Service Manager who is due to progress into a larger role.
- Strong knowledge of customer service software, databases, and CRM tools.
- Ability to develop and implement customer service policies and procedures.
- Excellent communication, leadership, and customer service skills.
Job Offer
- An attractive salary range of approximately £55,000 - £62,000 GBP annually.
- Opportunity to work in a fast-paced, growth-oriented technology and telecoms company.
- A positive and innovative company culture that values employee input and ideas.
- Chance to lead and develop a customer service team.