HEAD OF CUSTOMER SERVICE
Salary: £75,000 - £80,000
Location: Milton Keynes
Our client is on the lookout for a dynamic and dedicated Head of Customer Service to join their team in Milton Keynes. This role offers an exciting opportunity to be at the forefront of customer service operations, leading with energy and commitment. The candidate will have the chance to shape the leadership creating meaningful relationships with both clients and team members from service agents to C-suite.
Robert Walers are delighted to exclusively partner with an insurance provider who are ready to embark on another exciting period of growth - without sacrificing quality. As a result, they require a Head of Customer Service to lead from the front(!)
- Lead a diverse team of 50+ strong in delivering outstanding customer service
- Develop long-term strategies that align with organisational objectives
- Foster a high-performing team culture through empathy, compassion, and action
What you'll do:
As the Head of Customer Service, you'll be the driving force behind the customer service operations. Your passion for putting people first will inspire and motivate our team to deliver outstanding service with every interaction. You will be focused on maintaining and enhancing the service we give to our customers whilst creating meaningful relationships with your team. This is an exciting opportunity to help shape the leadership and delivery of our customer engagement and make a difference for our colleagues through empathy, compassion, and action.
- Develop long-term plans and initiatives that align with organisational objectives
- Identify areas for improvement, implement process enhancements, and adapt to changing business needs
- Inspire and motivate a diverse team using high energy, charisma, positivity, and the ability to lead by example
- Stay updated on all sources of MI to effectively manage and monitor key metrics
- Collaborate with other Heads of Department, fostering a sense of unity, and promoting a cooperative working environment
- Ensure the service operations adhere to all Regulatory compliance requirements
What you bring:
The ideal candidate for the Head of Customer Service role will bring a wealth of experience in leading high-performing teams ideally in a customer service centre environment. You will have demonstrated your ability to inspire others towards achieving outstanding results. Your empathetic nature coupled with your emotional intelligence will enable you to effectively manage team dynamics while addressing employee needs. Your analytical skills will allow you to interpret MI data effectively, enabling you to manage performance efficiently. Excellent communication skills are essential in this role as well as resilience in adapting to changes within a fast-paced working environment.
- Experience of effectively leading and managing a high performing department from service agents to C-suite colleagues.
- Ability to motivate, inspire and engage a department to achieve outstanding results
- Display empathy and emotional intelligence to manage team dynamics and employee needs
- Ability to interpret and analyse MI data to manage performance
- Excellent communications skills both written and verbal
- Resilience and ability to adapt to changes within a fast-paced working environment
What sets this company apart:
Our client is a leading insurance provider with a mission to revolutionise the insurance industry. They pride themselves on providing clear, fair, and great value insurance to over one million customers. Their commitment to challenging industry norms has seen them become one of the UK's top rated insurance providers. They are dedicated to building longer and deeper relationships with their customers, helping them see insurance as being a help, not a hindrance.
They are ready to embark on an exciting period of growth...(!)
This role is managed by Walters People entity which is a temporary recruitment agency.