Position: Head of Customer Services
Location: Bishop's Stortford
Salary: £40,000
Hours: Monday to Friday, 8:30am to 5pm
Company Overview:
Our client is a leading FMCG brand specialising in the production and distribution of arts and entertainment ware across the UK and Europe. With a commitment to quality, innovation, and customer satisfaction, our client caters to a diverse range of B2B clients, from small retailers to large national accounts. As they continue to expand, they are seeking a dynamic Head of Customer Services to lead their customer service operations, ensuring their clients receive exceptional service and support.
Role Overview:
As the Head of Customer Services, you will be responsible for overseeing and managing the customer service team, ensuring that all customer interactions are handled efficiently and professionally. We are seeking a strategic leader with a proven track record of managing relationships with national accounts in the UK and Europe.
Key Responsibilities:
- Lead and manage the customer service team to deliver outstanding service across all customer touchpoints, ensuring customer satisfaction and loyalty.
- Develop and maintain strong relationships with national accounts, ensuring their unique needs are met and driving continuous improvement in service delivery.
- Oversee the implementation and optimisation of CRM systems and ERP software, ensuring seamless integration with customer service processes and operations.
- Mentor and develop a high-performing customer service team, fostering a culture of excellence, accountability, and continuous improvement.
- Identify and implement process improvements to enhance the efficiency and effectiveness of the customer service function, reducing response times and increasing customer satisfaction.
- Set and monitor key performance indicators (KPIs) for the customer service team, providing regular reports to senior management on service levels and customer feedback.
- Utilise bilingual skills to support international customers, ensuring language barriers do not impact service quality.
Qualifications:
- Minimum of 5 years of experience in customer services, with at least 3 years in a leadership role. Experience in the FMCG sector is highly desirable.
- Experience working with national accounts in the UK and Europe, with a strong understanding of their specific needs and expectations.
- Proven experience in CRM management and ERP implementation is desirable.
- Strong leadership and team management skills, with the ability to motivate and inspire a team.
- Excellent verbal and written communication skills, with the ability to effectively communicate with customers, team members, and senior management.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
Benefits:
- Competitive salary
- 22 holidays per annum + bank holidays
- Private Health Insurance
- Opportunity to work in a dynamic and growing company
- Professional development and training opportunities
If you are a strategic leader with a passion for delivering exceptional customer service, our client wants to hear from you. Join their team and contribute to their continued success in the FMCG industry. Apply now!
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.