Head of Customer Service

Position: Head of Customer Service

Location: Midlands

Salary: £70/75,000 (Negotiable for Exceptional Candidates)

Our client, a well-established global leader in the manufacturing and distribution of specialist engineered assemblies, is offering an exciting career opportunity for an experienced Head of Customer Service.

This position is based at their cutting-edge manufacturing site in the Midlands, where innovation and excellence are at the core of their operations.

In this new role you will take full responsibility for several customer service teams across the UK, the function is currently evolving rapidly as part of a wider Company Wide Continuous Improvement program with the role carrying oversight of all Customer Service operational and transformational activities.

This role is not just about managing processes—it's about making a real difference with a range of cutting edge products which have a massive positive impact on people’s lives.

Key Responsibilities:

1. Implement enhanced service level standards focused on reducing response times, improving resolution times, and placing even greater focus on customer satisfaction.
2. Review and revise policies and procedures to ensure consistency of service delivery, complementing our focus on high quality customer service delivery and adherence to best practices.
3. Implement ITIL aligned methodologies to ensure demonstrable focus on quality of customer care, as well as utilize demand data to identify trends that can influence our Continual Service Improvement roadmap.
4. Collaborate with other functions to accelerate system thinking, better utilizing technology and data to further enhance the quality of customer care and engagement with the wider business.
5. Enhance the profile of Customer Services through a combination of improved Service Demand and Performance Reporting and wider communication initiatives.
6. Take ownership of the Customer Services team; leading, monitoring and managing the performance of our advisors, order processors, administration/support specialists, warranty and technical advisors. Ensure training and development is provided as required. Provide guidance, coaching and support to ensure high performance and achievement of departmental goals.
7. Place necessary focus on Customer Complaint and Customer Satisfaction Monitoring activities, ensuring that both feature as core delivery capabilities, and data from each is utilized to address the themes presented through them.
8. Build and nurture strong, strategic relationships with key accounts.
9. Collaborate with the sales team to identify upselling and cross-sell opportunities.
10. Foster a positive work environment, promoting teamwork, professional development, and employee engagement within the customer service team(s).

Candidate Profile:

The ideal candidate will be of graduate calibre, bringing substantial experience in Customer Service ideally within a manufacturing environment or a regulated industry. The successful candidate will be a proactive leader with a passion for upholding the highest standards of Customer Service, knowing that their work contributes to the health and well-being of people around the world.

Why Join Us?

This is a unique opportunity to join a company that not only values excellence but also plays a crucial role within its field, where the quality of their customer service has a direct impact on their customers lives.

Our client is in a strong growth phase, offering significant opportunities for career development and personal growth. They provide a competitive salary package, with flexibility for candidates with exceptional experience.

How to Apply:

Please send your CV outlining your relevant experience to Gary Simpson.

Take the next step in your career and help us make a difference – apply today.