HEAD OF CUSTOMER SERVICES
Thorpe Park Business Park, Leeds - up to £65,000 plus bonus (tbd) and benefits
Mpeople Recruitment is proud to be exclusively partnered with one of the UK's largest growing energy suppliers of gas and electric energy efficient solutions.
Boasting excellent growth and 15 years in the market, our client has a great mix of culture and support. Situated just off the M621 and featuring excellent public transport links and free on-site parking as well as impressive shopping and restaurant amenities.
Due to the incumbent relocating, the business has the requirement of a Head of Customer Services. This is a full Head of Department role, with P&L and budget and people management responsibilities.
The Benefits:-
- Great competitive salary - up to £65K per annum depending on experience
- Bonus Scheme (tbc by MD)
- 25 days holidays plus Bank Holidays
- Private Medical Scheme (upon completion of probation)
- Amazing on-site facilities; break out room, well stocked kitchen, etc
- Monthly treats including team lunches and pay day sandwiches
- Pension Scheme
The main responsibilities of the Head of Customer Services role are:-
- Represent Customer Services / Experience at the Senior Leadership Team (SLT) level
- To be a role model for our client's core values
- To create and implement operational strategies to further improve customer journey and experience
- Hold internal / external parties to account over KPIs and SLAs
- Encourage a culture of open communication to foster continuous improvement and learning
- Hold regular meetings and evaluation sessions to discuss and ensure strategy is being implemented
- Leverage MI reporting to benchmark performance against KPI's
- Oversee budget performance management and reporting of the department
- Develop stakeholder relationships within my client
The ideal Head of Customer Services would meet the following criteria:-
- Demonstrable experience in a similar role is essential (similar industry desirable)
- Demonstrated ability to lead and motivate teams with a commitment to fostering talent
- Strong analytical skills with experience in leveraging data-driven decision-making
- Expertise in change management, process optimisation and resource management
- Excellent communication, networking and interpersonal skills with the ability to influence stakeholders
- Confident articulating the voice of the customer
- A self-starter who is pro-active and can set and achieve goals
- Ability to handle difficult customers
Apologies but we can only accept applications from candidates that have the right to work in the UK without requiring sponsorship.
Submit your CV for this Head of Customer Services
Mpeople Recruitment Ltd are an employment agency acting on behalf of our client.
Due to the high volume of applications, we receive, as much as we would like to, it is not always possible to respond to unsuccessful applicants. Therefore, if we have not responded to your application within seven days, please assume that on this occasion your application has not been successful.