As the Head of Customer Services UK, you will be instrumental in leading and managing all aspects of the customer service department, ensuring the highest level of customer satisfaction. The role requires strategic thinking, leadership skills, and a deep understanding of the industrial/manufacturing sector.
Client Details
Our client is a global leader in the industrial and manufacturing sector with a vast network that spans over 100 countries. With a strong commitment to innovation and customer satisfaction, the company has a workforce of over 25,000 dedicated employees.
Description
This excellent opportunity will include:
- Oversee the daily operations of a specialised customer service team, focusing on complex, high-value interactions rather than volume-based queries. The role involves managing key accounts with a focus on technical product knowledge.
- Ensure a seamless customer journey from Order to Delivery, collaborating closely with Logistics, Supply Chain, and Finance to resolve challenges, improve processes, and enhance communication.
- Build strong relationships with internal stakeholders to drive process improvements and ensure the customer's technical needs are met.
- Review key customer accounts and portfolios, handling detailed, bespoke orders to ensure accurate execution across departments.
- Develop and implement customer service policies that reflect the specific needs of a technical manufacturing environment, focusing on quality rather than quick fixes.
- Manage escalated complaints involving complex technical issues, working with engineering and logistics teams to resolve problems effectively.
- Monitor performance metrics, focusing on order accuracy, timely delivery, and client satisfaction.
- Lead and develop your team, providing training to ensure they are equipped with the technical knowledge and customer service skills needed for high-value accounts.
- Foster a customer-focused culture, prioritising long-term relationships and product quality.
- Contribute to strategic planning at a senior management level, bringing customer service insights to wider business decisions.
Profile
A successful Head of Customer Services UK should have:
- Proven experience in a similar leadership role within the manufacturing industry is an essential requirement. Roles in businesses such as Chemicals, Manufacturing, FMCG, Distribution, Logistics can are also welcome.
- Management of a department focused on B2B interactions is another essential
- Travel around UK sites will be expected but primary base is Manchester (candidates should live within a reasonable commute)
- Strong leadership and team management skills
- Deep knowledge of leading Customer Service teams and best in class Customer Journeys
- Excellent communication and interpersonal skills
- Deep understanding of customer service best practices
- Excellent ability working across various complex systems
- Skills working with large data sets, financial and presenting improvements to board level are all areas that will be looked for at shortlisting.
Job Offer
- Competitive salary with attractive benefits package, range 65,000 to 75,000
- 25 days of holiday leave
- Opportunity to work in a global leader in the industrial and manufacturing sector
- A supportive work environment that values innovation and customer focus
If you are a driven leader with a passion for customer service, we encourage you to apply for the position of Head of Customer Services UK.