- Lead and transform customer service operations.
- Drive excellence and improve customer experience.
About Our Client
The business is a dynamic, fast-paced organisation that specialises in delivering high-quality services across multiple sectors, with a strong focus on customer satisfaction and operational efficiency. It operates in a complex, supply chain-driven environment, offering innovative solutions to meet customer needs while continuously improving processes. With a commitment to excellence, the business values its people and fosters a collaborative culture aimed at driving growth, innovation, and transformation.
Job Description
- Lead and manage the Customer Service team, ensuring effective people management, coaching, and ongoing development to maintain a high standard of service across all sites.
- Serve as the primary internal liaison between the Customer Service department and other business functions, ensuring the customer's voice is represented in key business decisions.
- Champion customer satisfaction, ensuring it remains at the forefront of internal discussions, policies, and decision-making processes.
- Support the implementation of a new system, ensuring the team is well-prepared, trained, and aligned with operational goals during the transition.
- Manage and resolve conflicts between internal teams, promoting a collaborative and customer-first mindset while finding solutions that benefit the business and customer alike.
- Monitor and report on customer service performance, using insights to suggest improvements and adjustments to processes, systems, and team structure.
- Foster strong relationships with key stakeholders across departments, advocating for customer needs and aligning service delivery with broader company objectives.
The Successful Applicant
- Proven experience in people management (managing managers is a must have), with a strong ability to lead, develop, and motivate teams to deliver exceptional customer service.
- Strong background in customer service operations, within a contact centre environment, with an understanding of supply chain and service delivery.
- Ability to serve as a trusted internal liaison, effectively bridging communication between customer service and other departments to champion customer needs.
- Experienced in managing and navigating differing priorities between internal teams, always maintaining a focus on achieving the best outcomes for both the customer and the business.
- Excellent communication skills, with the ability to influence and align senior stakeholders to the customer-first approach.
- Experience with system implementation and adapting teams to new tools and processes while ensuring minimal disruption to service.
- Data-driven approach with the ability to monitor KPIs and utilise insights to make informed decisions that drive continuous improvement.
What's on Offer
- An approximate salary range of £49,500 - £60,500 GBP per annum.
- Additional car allowance benefit.
- A supportive work environment with opportunities for professional development.
- Generous holiday leave and flexible working options.
- Hybrid working 3 days on site and 2 days at home (Travel, but main base must be Staffordshire)
Contact
Katy Bevan
Quote job ref
JN-022025-6665328
Phone number
+44 151 255 3751
Job summary
- Job function
- Business Support
- Subsector
- Customer Services
- Sector
- Business Services
- Location
- Staffordshire
- Contract type
- Permanent
- Consultant name
- Katy Bevan
- Consultant phone
- +44 151 255 3751
- Job reference
- JN-022025-6665328
