Customer Service Director

Exciting Head of Customer Services Position - Up to £55,000 DOE - Slough

My client is looking for an experienced new team member to join their company and oversee the running of their customer service department.   The successful candidate will be responsible for continually improving the Customer Service experience for customers to ensure that they are delivering a premium end-to-end service. Developing culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.

Key Responsibilities/Accountabilities

• Providing leading edge “Proactive” & “Reactive” contact strategies that are customer defined.

• Increase NPS year on year. Increase promotors and decrease detractors.

• Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them.

• Manage all customer service processes, remembering that we are becoming more proactive and engaging with customers.

• Co-ordinate customer projects, including mobilisations, special events and bespoke requests from the customer.

• Day to day management. Manage your customer services team to deliver what customers need and to continually improve your customer service team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement.

• Ensure the company is promoted within the wider Business Group.

Essential Skills and Behaviours required for Success.

• Strong influencing and negotiation skills.

• Demonstration of strong financial acumen to understand the impact of commercial decisions on the business.

• Ability to build good, sustainable relationships with Customers and wider functions.

• Self-motivated and the ability to work on own initiative.

• Ability to demonstrate determination in setting personal objectives and the achievement of goals.

• Tenacity to deliver exceptional customer service.

• Well organized and methodical in approach to drive accurate solutions for our customers.

• Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.

• Confident with the ability to challenge poor performance and deliver marked change for customers.

• Ability to multi-task and be resilient in a high pressured and fast paced environment.

Professional Experience/Preferred

• Target driven & experience of achieving and exceeding stretching targets.

• Account Management & Customer Service experience.

• Ability to understand financial, commercial and customer driven targets and objectives.

• An understanding of how sales & customer service function align in a portfolio business.

• Evidence of building and growing new business along with the tactical process of retention.

• Understanding of the threat posed by our competitors and how to impact on this.

• Account planning & contact strategy of customers by segment and customer intelligence

Ideally with experience in Hospitality

INTERVIEWS TAKING PLACE IMMEDIATELY - APPLY TODAY!