Head of Customer Services - Burton-Upon-Trent

Marketing & Insight
Ref: 282 Date Posted: Friday 08 Nov 2019
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RP Analytics are working with one of our reputable and ambitious clients as they are actively looking for a Head of Customer Services to join their Staffordshire based office on an interim basis. They have an exciting opportunity for an experienced and commercially astute individual to lead their customer service function towards their next phase of growth.

As a key member of their Senior Management Team, the successful candidate will need to be well-versed in developing and executing effective customer service strategies that have a tangible impact on driving forward their 'members first' approach.

The ideal candidate will be an effective and credible collaborator, working closely with their Head of Marketing and other key stakeholders within the business. Considerable experience of leading and motivating customer service teams is an absolute must for this role.

Key Responsibilities

  • Define the approach to deliver outstanding customer service to their members across all contact channels (email, phone, web, social media etc.) that helps to meet and exceed their members' customer service experience.
  • Plan the strategy for the customer service department, including the setting of departmental and team objectives.
  • Drive and instill best practice within the customer service team, ensuring they have the appropriate SLAs, processes and tone of voice in place to deliver consistently high standards to all their members.
  • Review and recommend new systems, processes and training that will set the customer service team up for growth and enable the team to deliver a consistent, best in class experience across all contact channels available to members.
  • Report on customer service performance and emerging customer themes to key stakeholders within the business up to, and including, Board level.
  • Monitor SLAs and member feedback and use such data to identify, inform and execute continuous improvements within the customer service team.
  • Work with, guide and coach the Customer Service Manager in developing the customer service function. Driving their Customer Service Executives to become multi-channel customer service experts.
  • Build strong working relationships with the Head of Marketing and other crucial internal and external stakeholders in order to help identify improvements and where possible minimise member queries.

Key Experience Required

  • Experience of leading successful multi-channel customer service functions.
  • Experience of developing processes that have had a measurable improvement on their members' experience.
  • Strong ability to analyse customer service operations and identify opportunities to create operational efficiencies that benefit their members.
  • Solid understanding of Customer Service best practice and the changing customer service landscape, in particular new technologies.
  • Passionate about listening to and understanding their members, driving customer service insights into the business and constantly seeking ways to improve on standards of service.
  • Analytical skills and CRM understanding - being able to extract the insights from the data and identify both issues and opportunities.
  • Strong Project Management skills.
  • A hands-on approach, including working closely with their Customer Service Manager and other departments to resolve issues.