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- Team Leadership: Lead and motivate a team of customer service executives and technical inside sales to deliver outstanding service & results
- Customer Service Excellence: Ensure high levels of customer satisfaction, loyalty, and retention.
- Process Improvement: Implement automation and continuous improvements to enhance customer experience and efficiency.
- Transformation Leadership: Drive departmental transformation for efficient and profitable operations.
- Performance Monitoring: Track and analyse metrics to exceed customer expectations.
- Email Management: Organize and prioritize email communications for smooth workflow.
- Issue Resolution: Resolve customer issues promptly and escalate complex cases.
- Training and Development: Recruit, train, and mentor team members.
- Feedback Implementation: Use customer feedback for informed improvements.
- Cross-Department Collaboration: Work with other departments to enhance service quality.
- System and ERP Implementation: Oversee the implementation of systems and ERP solutions.
- +7 years of proven experience in a customer service management role.
- Experience in identifying and implementing process improvements.
- Ability to analyse performance metrics and make data-driven decisions.
- Excellent verbal and written communication skills, with the ability to handle high volumes of email.
- Experience in recruiting, training, and mentoring team members.
- Familiarity with customer service software, systems, and ERP solutions.
- Bonus – largely based on individual performance, but is also linked to company performance
- Leased company car or allowance
- Pension – 10.5% & Holiday – 25 days + BH’s
- Flexibility on Start & Finish Times
