Head of Customer Service

Job Ref: DJMA1737
Job Title: Head of Customer Service
Location: South East, (North London, Northern Home Counties/Hertfordshire).
Salary: £60-70,000 base plus bonus bens

The Customer Proposition is in its early stages of development within this fast-growing utility services company. As the Head of Customer, you will lead on the customer strategy to build and manage effective systems, process and a culture which puts the customer front and centre of all activities, to deliver a first-class customer experience, through partners as well as direct contact.

Reporting to the CEO, you will be part of the senior leadership team. You will need to use your communication, interpersonal influence and negotiation skills to win the hearts and minds of your peers, colleagues and partner companies to develop and implement a strategy which delivers increased customer service and satisfaction

As the voice of the customer you will build and gather insight and analytics from large amounts of data to present a compelling story and need for change, highlighting risk, reward, compliance and opportunities for future strategy development.

You will be responsible for developing a robust service management mandate which can be monitored for compliance and performance across internal and external partners and developing an effective on-going training and development plan to drive customer service thinking across all business areas.

You will play a pivotal part in the business achieving its goal of offering a differentiated service to its customers and partner companies.

If you are interested in applying for this position, you will have proven experience leading a customer proposition and strategy, ideally from within a utilities environment, building services, facilities management and or construction business. Alternatively, evidence of working with third party partners in a B2B contract capacity to achieve a performance uplift and enhanced customer service and experience, could also be considered.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Customer Service

Job Ref: DJMA1733
Job Title: Head of Customer Service
Location: South East – (North London and Hertfordshire, Buckinghamshire, Berkshire commutable areas
Salary: £60-70k base 20% bonus and bens.

This is a fantastic opportunity for a proven contact centre/customer service leader who will helping this fast growing and early stage development company to realise it’s goal of delivering industry leading, (potentially award winning) customer experience across both a traditional and online/ecommerce business proposition.

You will take responsibility for a small but growing team serving both a B2B and B2C customer base. Managing the entire lifecycle from welcome and on-boarding, through delivery, then maintaining contact for repeat purchase and other opportunities.

Working with the senior and executive leadership team, you will be the go to contact within customer experience and bring the voice of the customer to your colleagues so they can develop future strategies which will deliver developments in communication channels, self-serve, live chat, CRM, engagement and retention activities.

Some of the duties and responsibilities will include:

Fully responsible for P&L across customer service, the role will deliver and exceed agreed sales through a detailed operational business plan.

Identify key trends and market opportunities to develop a best in class proposition.

Be responsible for continuous improvement of employees through training, coaching and development activities.

Define and develop business unit performance for quality, sales and service delivery.

Work collaboratively to engage and influence senior colleagues across the business.

If you are interested in applying for this position you will have a real passion for the delivery of a great customer service, you will be a self-starter and have the ideas and commercial acumen to develop and present opportunities for investment, improvements, new strategies and drive these approved changes to achieve set goals.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.