Head of Customer Service & Transformation
Based: Skelmersdale
Salary: circa £50-60k dependent on experience + Quarterly performance based bonus & Benefits
Head of Customer Service will be responsible for a team of 40 split across various sites - travel involved
A large organisation based in Skelmersdale are seeking a brand new Head of Customer Services to join their team on a permanent basis, paying a highly competitive salary and reporting to the Divisional Director.
Indirectly managing around 40 staff and directly managing around 4-5 Team Leaders, this is a newly created position for this exciting business who are currently going through a period of change and transformation on the back of a period of significant growth.
The purpose of this role is to lead the team from the front, whilst reviewing the current culture, processes and performance, looking to improve and implement any changes within the department with the support of the SMT. You will have full strategic and operational responsibility for the department.
Key Responsibilities
- Overall responsibility for the development, performance, and maintenance of the customer service activity within the organisation
- Direct, manage and monitor the customer service team, including motivating and inspiring the team
- Achieve maximum profitability and growth in line with the organisation's strategic plans
- Use customer insight and root analytics to identify improvements and present these regularly to the divisional director
- Improve the customer experience through strategic changes in the business
- Maintain and improve mechanisms for surveying and measuring internal and external customer satisfaction
- Set an example for team members, demonstrating commitment, customer service knowledge, work ethics, habits & personal character
- Liaise with internal and external stakeholders regularly
- Reporting for the board
The ideal candidate will have the following skills and experience:
- Previous experience working within a Customer Service Manager or Head of Customer Services role
- Strong involvement in change and transformation programmes, process improvement and strong stakeholder engagement throughout the business
- Experience working within blue collar industries, such as Manufacturing, Distribution or similar
- You must have previous experience of departmental reviews, improvements, and implementation
- A strong character, highly motivating and engaging
- B2B and B2C experience ideally
- Customer centric
- Strategic and commercially minded
In return you will receive:
- A highly competitive salary/ package - dependant on experience
- Life assurance
- Pension
- 25 days holiday plus 8 bank holidays
- Flexibility across working hours
- Personal performance based bonus once probation is complete
- This organisation are currently going through a major reward review as part of their transformation, more benefits TBC
- Professional development opportunities - this organisation is going through a huge period of change and growth, so it is a great time to join
- A chance to really mould this role and make it your own - with no predecessor, this a chance to put your stamp on the department
Interested? Please click apply now and I will be in touch to discuss your application further.
or call us on 01204 326 444
