Head of Customer Service

About Our Client

The business is a dynamic, fast-paced organisation that specialises in delivering high-quality services across multiple sectors, with a strong focus on customer satisfaction and operational efficiency. It operates in a complex, supply chain-driven environment, offering innovative solutions to meet customer needs while continuously improving processes. With a commitment to excellence, the business values its people and fosters a collaborative culture aimed at driving growth, innovation, and transformation.

Job Description

• Lead and manage the Customer Service team, ensuring effective people management, coaching, and ongoing development to maintain a high standard of service across all sites.
• Serve as the primary internal liaison between the Customer Service department and other business functions, ensuring the customer's voice is represented in key business decisions.
• Champion customer satisfaction, ensuring it remains at the forefront of internal discussions, policies, and decision-making processes.
• Support the implementation of a new system, ensuring the team is well-prepared, trained, and aligned with operational goals during the transition.
• Manage and resolve conflicts between internal teams, promoting a collaborative and customer-first mindset while finding solutions that benefit the business and customer alike.
• Monitor and report on customer service performance, using insights to suggest improvements and adjustments to processes, systems, and team structure.
• Foster strong relationships with key stakeholders across departments, advocating for customer needs and aligning service delivery with broader company objectives.

The Successful Applicant

• Proven experience in people management (managing managers is a must have), with a strong ability to lead, develop, and motivate teams to deliver exceptional customer service.
• Strong background in customer service operations, within a contact centre environment, with an understanding of supply chain and service delivery.
• Ability to serve as a trusted internal liaison, effectively bridging communication between customer service and other departments to champion customer needs.
• Experienced in managing and navigating differing priorities between internal teams, always maintaining a focus on achieving the best outcomes for both the customer and the business.
• Excellent communication skills, with the ability to influence and align senior stakeholders to the customer-first approach.
• Experience with system implementation and adapting teams to new tools and processes while ensuring minimal disruption to service.
• Data-driven approach with the ability to monitor KPIs and utilise insights to make informed decisions that drive continuous improvement.

What's on Offer

• An approximate salary range of £49,500 - £60,500 GBP per annum.
• Additional car allowance benefit.
• A supportive work environment with opportunities for professional development.
• Generous holiday leave and flexible working options.
• Hybrid working 3 days on site and 2 days at home (Travel, but main base must be Staffordshire).