Head of Customer Service

My client, a forward thinking and customer focused fleet management business, is recruiting for the exciting role of Head of Customer Service & Business Improvement.

The main purpose of the role is to manage, identify and develop continuous, sustainable and profitable improvements within the Account Management department and across the company to improve customer experience and service delivery efficiencies. You will also be responsible for managing the Business Improvement function including internal and external audit processes. To support the Account Managers, Account Executives and Account Administrators in the delivery of “Customer First” to the client base

Key responsibilities:-

* Assist with shaping the strategy, services and products delivered to the client base. Ensure customer service delivery excellence whilst maximising profitability.

* Develop and promote a culture of continuous improvement focusing on improving customer experience.

* Lead the Account Management team enabling the safeguarding and growth of profitable revenue streams.

* Work collaboratively with other department stakeholders ensuring effective and profitable delivery of “Customer First” to the client base.

* Define and implement commercial, operational and account management best practice within the Account Management department.

* Assist and support the Account Management team with specific client related matters as required including meetings and operational items.

* Monitor the performance and nurture the potential of your team and provide direction, mentoring, training and motivation necessary to secure their commitment

* Carry out Performance Management Reviews (PMR’s) with direct reporting staff.

* Facilitate training on business systems, processes and procedures within the team and department to new starters and existing staff.

* Carry out recruitment for relevant department roles as required.

* Oversee client contract implementations to ensure a seamless transition from the Business Development team to the Account Management team.

* Define and develop Key Performance Indicators (KPI’s) for the Client Experience Process.

* To regularly produce and utilise various MI interpreting trend analysis to drive team and function performance and share best practice.

* In conjunction with the Senior Management Team, oversee a robust internal audit process.

* Oversee the function of Business Transformation, Change and Process

The ideal candidate will have strong stakeholder management experience and a proven ability to communicate, negotiate, present and influence at the all levels up to and including Executive Board. You will have proven experience of leading and motivating customer facing teams and fostering a culture of high performance.

You will possess the ability to deliver high levels of customer service and client satisfaction whilst managing client expectation. You will have significant proven experience of delivering business improvements, which enhance the customer experience and allow the business to achieve the highest levels of customer satisfaction, client retention and service levels, whilst remaining profitable.

If you have not heard from us within 7 working days, please assume that your application has not been successful on this occasion