Head of Customer Service

Posted 27 September by Neoci Ltd

Our client is a highly successful, innovative and fast growing telecommunications business, with a turnover of circa £60m+.

They are hiring for an experienced and successful Customer Service Manager / Head of Customer Service, to manage and grow their service team.

The Role:

  • Manage team of 15+ Customer Service / 2 Team Leaders /2+ SDMs.
  • Responsible for creating and delivering Customer Service, retention strategy and growth plan
  • Manage and develop a team to meet their KPIs and deliver against SLAs.
  • Managing operational strategy, supported by the leadership team.
  • Motivate and create a culture of high success within the team.
  • You will be proactive in your approach, identifying new processes to be implemented to increase customer service, and potential risks.
  • Be an advocate for the customer, working out what they need and how to meet this expectation.

Requirements:

  • Strong experience leading operational customer service teams at a high level.
  • 5+ years customer service management experience.
  • Telecommunications experience is essential.
  • Proven people management, motivation and leadership skills.
  • Strategic and customer focus, understanding how customer service this impacts the business.
  • Innovate and implement new processes within the department
  • Passionate about the customer experience, and providing the best service possible.
  • Excellent customer service skills and experience of developing and managing customer facing services.
  • Experience of dealing with customer complaints.
  • Affinity for technology and innovation.

Required skills

  • Customer Experience
  • Customer Service
  • Customer Service Management
  • Customer Services
  • Telecoms

Application question

Do you have experience of customer service management within the telecoms industry?

Reference: 44205330

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