Head of Customer Services

Head of Customer Services

We are looking for an experienced, dynamic, and hands-on Head of Customer Service to lead a busy customer service department. You will be responsible for driving excellence in customer interactions, ensuring every customer touchpoint reflects the brand values of quality, precision, and dedication. This role is integral to enhancing customer satisfaction and loyalty and ensuring high standards of customer service are maintained.

This company is the UK’s largest manufacturer of bridal jewellery. They have been creating fine collections of handmade engagement rings, wedding rings, eternity rings and partnership jewellery since 1967. Today over 1,000 pieces of fine jewellery pass through their workshop every week. Each piece undergoes over 20 stages of development, with even the simplest rings passing through 12 pairs of hands in the 5 days it takes to make.

Their success lies in their fervent attention to detail and unrelenting passion for exceptional quality, design and service.

The customer service team is a close-knit team. The office is fast paced and sees high volumes of calls and orders, so you need to remain calm with meticulous attention to detail. You will have exceptional leadership skills and be willing to roll up your sleeves and lead by example with the ability to handle high-pressure situations with grace and professionalism

Key Attributes

• Experience as Head of Customer Service or a similar senior role.
• Exceptional leadership skills but is willing to roll their sleeves up and lead by example.
• Strong understanding of customer service metrics, processes, and tools.
• Outstanding communication, problem-solving, and interpersonal skills.
• Ability to handle high-pressure situations with grace and professionalism.

Key Responsibilities:

• Leadership: Lead and inspire a team of customer service professionals, fostering a culture of exceptional customer care.
• Strategy Development: Develop and implement customer service strategies that align with the company’s goals and uphold the group companies’ high standards.
• Customer Experience Management: Own all customer interactions, ensuring consistent delivery of a seamless experience across all channels (online, phone, in-person).
• Performance Monitoring: Set, track, and improve key customer service metrics, including response times and resolution rates, to optimise service performance.
• Customer Feedback: Collect, analyse, and act on customer feedback, identifying trends and implementing improvements to enhance customer satisfaction.
• Complaint Resolution: Manage escalated customer issues efficiently, ensuring swift resolution while maintaining brand integrity.
• Collaboration: Work closely with sales, operations, and marketing teams to ensure the customer service strategy supports overall business objectives.
• Training and Development: Ensure continuous improvement and skill development within the team through training, coaching, and performance reviews.
• Reporting: Provide regular reports to the board, analysing customer service performance and proposing actionable insights.

Personal Skills

• Possess a professional and super-friendly manner
• Ability to handle a high volume of telephone calls, calmly and efficiently
• Meticulous attention to detail
• Never accepts average performance in oneself and others
• Passionate team player with a great sense of humour

Benefits

• Starting salary of £40k - £45k. Salary will reflect the level of ability and experience
• 22 days holiday plus bank holidays
• Staff Discount
• Professional development and career growth opportunities
• Hours - 7.45am - 4.45pm
• Pension

Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy.

Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not be successful. However, we will keep your details on our database, and will contact you when other suitable positions come in.