Head of Customer Services

A truly fantastic role has become available for one of my most amazing clients based in Redditch.

After 15 years, Kate the current Head of Customer Services is moving on to a pastures new and is leaving behind a fantastic role within a super team which she has grew and moulded.

This role is working within a global manufacturing business with a superb reputation with aftersales and customer service.

You will become the Head of the Customer Service function which is a team of 20 based in Redditch which includes multi-functional teams with a customer service, admin and systems focus.

What is on offer:

Salary = Circa £75,000 per annum plus 15% objective based bonus

Benefits = Hybrid working, competitive pension contribution, free parking, private healthcare based on job grading and many more benefits as expected from a global, corporate business

Main purpose of this role:

To be responsible for cross business unit, global customer support strategy. Develop and maintain external customer and channel partner relationships. Lead and resolve customer complaint and regional support related issues.

Responsibilities include:

• Provides input on customer support strategies in collaboration with business leadership targeting optimum growth.
• Collaborate between business units and regional teams to develop Customer Support communication plans for new business and product launches.
• Recognizes and coordinates the resolution of support related issues that may impact organizational and customer success.
• Leads special projects that have cross regional implications.
• Understand market trends and product applications in identified market to drive Customer Support decisions and priorities.
• Lead the analysis, measurement, and reporting of Customer Support initiatives across brands, channels, regions, products, etc.
• Assist with development of Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets.
• Recruits, selects, develops, manages, motivates, coaches, and mentors managers; provides guidance and direction on problems and issues; delegates work assignments considering employee skills and development needs.
• Assist with the Development and execution of the Customer Support Strategy for the business
• Manages a team of Customer Service Representatives and Supervisors and resolves most complex business problems for those on the team

Full job description will be provided to candidates with a successful application.

The ideal candidate for this role:

• Will have previous Customer Service Management and ideally Head of Department experience of a multi-function customer service department
• Will ideally of managed a global customer service strategy
• Has worked for a manufacturing or product focused business, rather than service business
• Knowledge of Export is a big advantage
• Proven experience of prioritising and resolving channel development opportunities
• Ensures accountability across the team and holding self and others accountable to meet commitments
• Willingness to take on new opportunities and challenges
• Must be highly collaborative
• Can make sense of complex and high quantity of information
• Develops talent within the team
• Cultivates innovation

Therefore if you feel you match the criteria above and would love a challenge role, in a stable company that looks after it’s staff, then this is the role for you!