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Head of Customer Service, Head of Customer Relations

Head of Customer Service, Head of Customer Relations (SM140424HOCS) Berkshire, England

Salary: GBP50000 - GBP55000 per annum
Head of Customer Services

Salary banding £50-55k dependant on experience.

Job Purpose
The aim of the role is to be responsible for continually improving the Customer Service experience for customers to ensure the delivery of a premium end to end service. Developing culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.

Key Responsibilities/Accountabilities
• Providing leading edge “Proactive” & “Reactive” contact strategies that are customer defined.
• Increase NPS year on year. Increase promotors and decrease detractors.
• Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them.
• Manage all customer service processes whilst becoming more proactive and engaging with customers.
• Co-ordinate customer projects, including mobilisations, special events and bespoke requests.
• Involvement in documenting customer processes.
• Ensure all staff are using Salesforce correctly.
• Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Human Resources on all employment issues.
• Day to day management. Manage your customer services team to deliver what customers need and to continually improve your customer service team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement.
• Ensure the department operates in accordance with Company policies and procedures.
• Comply with responsibilities as laid down in the Group’s Health & Safety Policy in order to ensure a safe environment within the department.

Essential Skills and Behaviours required for Success
• Strong influencing and negotiation skills.
• Demonstration of strong financial acumen to understand the impact of commercial decisions on the business.
• Ability to build good, sustainable relationships with Customers and wider functions.
• Self-motivated and the ability to work on own initiative.
• Ability to demonstrate determination in setting personal objectives and the achievement of goals.
• Tenacity to deliver exceptional customer service.
• Well organized and methodical in approach to drive accurate solutions for our customers.
• Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.
• Confident with the ability to challenge poor performance and deliver marked change for customers.
• Ability to multi-task and be resilient in a high pressured and fast paced environment.

Professional Experience/Preferred
• Target driven & experience of achieving and exceeding stretching targets.
• Account Management & Customer Service experience.
• Ability to understand financial, commercial and customer driven targets and objectives.
• An understanding of how sales & customer service function align in a portfolio business.
• Evidence of building and growing new business along with the tactical process of retention.
• Understanding of the threat posed by our competitors and how to impact on this.
• Account planning & contact strategy of customers by segment and customer intelligence.