Head of Customer Service -IT, Technology or Financial industry experience required

Location
London (Central), London (Greater)
Salary
Up to £45,000
Posted
19 Jun 2017
Closes
17 Jul 2017
Ref
VR/02023R
Contract Type
Permanent
Hours
Full Time

Head of Customer Service -IT, Technology or Financial industry experience required
London
Starting Salary:
 Up to £45,000
Benefits:  BUPA, Pension, Life Insurance, Cycle Scheme, Travel Loan Scheme
VR/02023R

For this role we are looking for a candidate who already has 3 - 5 years experience in managing a Customer Services Team within a Technology or Financial Industry.


As a key member of the senior management team, the Head of Customer Services has overall day-to-day responsibility of the Customer Services Department, providing leadership and direction to the Customer Services and Sales Support Supervisors and their teams to ensure that an excellent standard of service is provided and maintained.


Key activities include the development of the company’s operational policies & procedures, operational capacity management, service quality and third party supplier liaison, ensuring alignment with the company’s objectives and principles.

RESPONSIBILITIES: 

  • To ensure that the Customer Services and Sales Support functions operate effectively and that the functions’ activities are aligned to departmental and company objectives
  • To ensure the accurate processing of customer orders within agreed service levels
  • To ensure that all customer enquiries and complaints are satisfactorily managed, resolved and closed within agreed service levels
  • To ensure all order processing and customer services procedures are documented, deployed and followed by staff and that accurate customer records are maintained
  • Reporting (internal & external) of the performance of the Customer Services and Sales Support functions
  • To ensure that the Customer Services and Sales Support functions are adequately staffed and trained to deliver an efficient service to internal and external customers 
  • To represent the Customer Services and Sales Support functions as an active member of the Senior Management Team
  • To actively promote and manage the process of continuous improvement in Customer Service standards within Customer Services and Sales Support 
  • To create and sustain a positive team environment displaying high levels of motivation and excellent team spirit

ROLE:

  • Leadership of the Customer Service and Sales Support teams; setting clear direction, objectives and KPIs for each department in line with business objectives
  • Ensuring all staff have appropriate knowledge of the company’s products, solutions and services
  • Continuously improving the departments key operational performance indicators and proposing/implementing appropriate enhancements to supporting technologies and human systems/intellectual capital
  • Highlighting current and potential operational risks to which the business is exposed and propose actions through which such risks can be mitigated
  • Developing the capability and capacity of the customer service and sales support teams in order to meet business objectives, including the identification and qualification of development requirements for team and creation and delivery of appropriate development plans
  • Personal handling of more complex customer enquiries and complaints 
  • Reporting to COO of any complaint with a financial liability in excess of £10k
  • Liaising with 3rd party service providers to deliver a collaborative partnership focused on delivering exceptional customer service
  • Creation and maintenance of technical knowledge base materials (e.g. FAQs, how-to & user guides) for internal and external use
  • Promotion of effective communication throughout all levels of the Customer Services and Sales Support function

QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

Required

  • Minimum of 5 years’ experience of managing customer service and/or operational teams within a busy commercial environment, of which 3 years should be at management/team leader level
  • Demonstrable experience of successful change management and/or application of continuous/business improvement techniques
  • Demonstrable experience of setting and monitoring performance targets/KPIs
  • Excellent communication  and interpersonal skills
  • Ability to work within and lead cross-functional teams to deliver business process improvements for customer
  • Ability to persuade and influence others 

Desirable

  • Previous experience within the technology/financial services industries
  • Experience of CRM packages
  • Knowledge of Quality Management Systems
  • Strong MS Office skills

 

SKILLS & VALUES
 

Required

  • Ability to use own initiative 
  • Ability to work under pressure
  • Willingness to consider new ideas
  • Desire for continuous improvement and right first time
  • Collaborative approach and a shared sense of responsibility for business objectives
  • Close attention to detail

Desirable

  • Effective negotiator

WORKING CONDITIONS
Some travel to client and partner premises will be required.
 

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