My client is a privately held investment company focusing solely on investment, with an ever-growing global presence who are looking to expand their business and want to bring on board a Head of Customer Service. This hire is to secure the vision and leadership for my clients Customer Services operations. To support their overall strategy and ensure all financial targets and customer service standards are successfully met.
The role will include the following duties:
? Achieve budgeted surplus, and ensure costs are kept in line with budget.
? Ensure market leading customer service standards
? Ensure that the teams in area of responsibility are managed in accordance with my clients Investment’s
? Ensure the Health and Safety Policy is met
? Work flexibly and be prepared to step into new business areas as and when the need arises.
? Promote and adhere to all company HR policies, including ensuring that there is a succession plan in place for their area of the business.
? Promote the development of my clients Investment’s Business in accordance with the agreed strategy and to ensure that my client Investment responds to the developing needs of its customers.
? Achieve the targets set out in my clients Investment’s Customer Charter.
? Working collaboratively across my client to ensure a consistent level of exceptional customer service is delivered and maintained; this will be achieved through the review of current business processes and working practices.
? Project manage the implementation of customer service improvement initiatives across my clients Investment, to the desired scope; quality; timescales and within budget.
? To lead and inspire your team of direct reports through the effective setting and monitoring of objectives.
? Assist in defining and reviewing the Customer Service Strategy.
? Work closely with the Operations Director to promote cooperation between the field and head office team
? Ensure employee engagement within your teams, as measured through the Best Companies process, improves year on year.
? Ensure the budgeted staffing levels are optimised at all times by effectively forecasting and planning workloads to enable the day to day operational targets to be achieved.
? Demonstrate leadership capabilities as defined in China Pak Investment’s Behaviours for Success.
? Undertake any other duties as appropriate within their competence as required by the CCO.
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