Head of Customer Service
Summary:
Our client is seeking a dynamic leader to manage the day-to-day operations of a centralised Customer Service function. The role ensures agreed service levels and business targets are met while driving continuous improvement in processes and customer experience.
Key Responsibilities
- Oversee operational areas such as first-line customer service, complaint management, technical support, and order entry.
- Implement organisational structures and resourcing plans to achieve service delivery and operational targets.
- Manage and develop large teams (>100), ensuring engagement, skill development, and performance.
- Control costs and identify opportunities for savings.
- Deliver operational data accurately and on time.
- Collaborate with other departments to optimise customer-facing processes.
Knowledge & Experience
- Strong people management and motivation skills.
- Expertise in complex customer care and billing systems.
- Proven experience in:
- Call centre management (inbound/outbound)
- Credit & collection management
- B2B customer markets
- Cost budget control
- Leading large teams in customer-focused organisations
What They Value
- Customer-first mindset
- Courage to do what's right
- Commitment to innovation and sustainability
- Consistent delivery of exceptional results
- Collaboration across teams
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