Head of Customer Services / Senior Manager / Director Level

Head of Customer Services who has excellent strategic, planning and team leadership skills is required to join the senior management team for a well-established company based in Cardiff, Wales.

SALARY: up to £80,000 per annum + Benefits

LOCATION: Hybrid / Cardiff, Wales

JOB TYPE: Full-Time, Permanent

JOB OVERVIEW

We have a fantastic new job opportunity for a Head of Customer Services who has excellent strategic, planning and team leadership skills.

As the Head of Customer Services you will be a strategic thinker with a passion for delivering exceptional customer experiences, which will be delivered by your team.

Working as the Head of Customer Services you will join the senior management team and will be responsible for overseeing all aspects of customer service, including inbound and outbound customer interactions, complaint resolution, and team management.

DUTIES

Your duties as the Head of Customer Services include:

• Strategic Leadership: Develop and implement a long-term customer service strategy aligned with the company's overall business objectives.
• Team Development: Build, motivate, and inspire a high-performing customer service team. Foster a positive and customer-centric culture.
• Customer Experience: Drive continuous improvement in customer satisfaction and loyalty by analysing customer feedback and implementing innovative solutions.
• Operational Excellence: Oversee day-to-day operations, ensuring efficient and effective service delivery. Optimise processes and systems to enhance productivity and reduce costs.
• Performance Management: Set clear performance expectations, monitor key performance indicators (KPIs), and provide regular performance feedback to team members.
• Problem Resolution: Lead the resolution of complex customer issues and complaints. Collaborate with other departments to find effective solutions and minimise customer impact.
• Stakeholder Management: Build strong relationships with internal and external stakeholders, including sales, marketing, and product teams.
• Data-Driven Decision Making: Utilise data and analytics to identify trends, measure performance, and make informed decisions.
• Change Management: Drive organisational change and adoption of new customer service technologies and processes.

CANDIDATE REQUIREMENTS

• Proven track record in customer service leadership roles.
• Strong understanding of customer service best practices, industry trends, and regulatory requirements.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers at all levels.
• Strong analytical and problem-solving abilities, with a focus on data-driven decision making.
• Experience with CRM systems, customer service software, and analytics tools.
• Ability to manage multiple priorities, work under pressure, and meet tight deadlines.
• A passion for delivering exceptional customer experiences and a commitment to continuous improvement.

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration.