Head of Customer Service & Business Improvement

My client is a leading Commercial Automotive leasing / Fleet Management company based in Twickenham. They have a role for a Head of Customer Service & Business Improvement.

The role will include;

To manage the Support Services (AM) team ensuring all clients and client stakeholders experience my clients "Customer First" to the highest levels.

• To manage, identify and develop continuous, sustainable and profitable improvements within the Account Management department and across the Company to improve customer experience and service delivery efficiencies.

• To support the Account Managers, Account Executives and Account Administrators in the delivery of "Customer First" to the client base.

Strategy

• Assist with shaping the strategy, services and products delivered to the client base. Ensure customer service delivery excellence whilst maximising profitability. Develop and promote a culture of continuous improvement focusing on improving customer experience. Management

• Lead the Support Services (AM) team enabling the safeguarding and growth of profitable revenue streams.

Management

• Lead the Support Services (AM) team enabling the safeguarding and growth of profitable revenue streams.

• Work collaboratively with other department stakeholders ensuring effective and profitable delivery of "Customer First" to the client base. •

People Performance

• Monitor the performance and nurture the potential of your team and provide direction, mentoring, training and motivation necessary to secure their commitment, competency whilst adopting and upholding the company’s Values, Mission and Givens.

• Carry out Performance Management Reviews (PMR’s) with direct reporting staff and ensure PMR’s are conducted for non-direct reports.

SKILLS

1.Strong stakeholder management experience and proven ability to communicate, negotiate, present and influence at the all levels up to and including Executive Board.

2.Ability to deliver high levels of customer service and client satisfaction whilst managing client expectation. Earns trust and maintains confidences.

3.Significant proven Client Management experience within the sector or related industry.

4. High Standards and Work Ethic. Expects personal performance and team performance best in class. Overall passion for service delivery excellence. Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.