Head of Customer Service

The Head of Customer Service leads the Customer Support and Service Management departments to deliver world-class customer service to all customers and partners. They champion a customer-centric culture that inspires our colleagues to exceed SLAs.

Key Responsibilities

Service ethos, ticket and escalation resolution

• Deliver to a Customer Service strategy (as agreed with Senior Management), which focuses on creating a customer-centric culture.
• Make sure customer impacting issues, queries or improvements are resolved in a timely manner.
• Personally handle major customer escalations to resolution as necessary.

Team leadership and development

• Motivate, lead, coach, train and support the team to deliver exceptional customer service.
• Make succession plans so that colleagues are proactively readied for their next career opportunities, and so that plans are in place for succession into key roles within the department.
• Champion a culture of recognising and rewarding the right colleague behaviours.
• Coach and monitor management standards within the department to ensure excellent day to day culture, performance, and personal development for all colleagues.

Performance management

• Plan and implement appropriate resource levels (people, systems etc) to deliver the desired service standards, including for peaks of workload.
• Proactively manage, monitor and report on performance of the team and individuals. Ensure feedback results are used in regular coaching and performance improvement plans.
• Champion “lessons learned” or similar sessions with relevant teams to deliver continuous improvement and to prevent recurrence of any customer or colleague impacting issues.
• Produce customer and other reports as necessary.

Person Profile

• Bachelor's degree in relevant subject (2:1 or above).
• Substantial experience in managing customer-facing technical teams.
• Substantial experience of leading a service desk.
• Highly technical background, ideally within the CCaaS space.
• Experience in service management and/or customer service reviews.
• Experience of working in an ITIL or ISO certificated environment.
• Exceptional communication, both written and spoken.
• Natural leader, able to motivate and influence others.
• Able to remain calm and focused under pressure.
• Proven ability to deliver continuous improvement.