The Head of Customer Services will be responsible for leading and managing a team dedicated to providing exceptional customer service within the retail industry. This role requires a strategic thinker who can drive the team towards excellence and customer satisfaction.
Client Details
The organisation is a well-established online retailer business with a modest customer contact centre in Liverpool. They are known for their commitment to quality and customer satisfaction with excellent service levels delivered through multiple channels.
Description
- Head up a busy Contact Centre and promoting a Sales culture
- Train, develop and plan for success
- Manage customer communication through phone and digital channels
- Lead and manage the customer service team to deliver exceptional customer service
- Develop and implement customer service policies and procedures
- Analyse customer feedback and develop strategies to improve customer service
- Work closely with other departments to ensure a unified approach to customer service
- Drive continuous improvement initiatives within the team
- Handle complex customer complaints and issues
- Monitor and report on customer service performance metrics
- Ensure compliance with industry regulations and company policies
Profile
A successful Head of Customer Services should have:
- Proven experience in a customer service leadership role within the online retail industry
- Excellent communication and leadership skills
- Strong strategic thinking and problem-solving abilities
- Proficiency in customer service software and CRM systems
- An unwavering commitment to delivering outstanding customer service
Job Offer
- A competitive salary of between £58,500 and £62,500 per annum
- The opportunity to work in a fast-paced and rewarding environment
- The chance to make a significant impact on the company's customer service delivery
- A supportive and collaborative work culture
If you're a motivated leader with a passion for customer service, we'd love to hear from you. Apply today to join our dedicated team and help us take our customer service to new heights.