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Head of Customer Services
Are you an experienced leader passionate about developing high-performing teams and enhancing customer experiences? We are seeking a dynamic Head of Customer Services to join our team, reporting directly to the Head of Sales and Service UK & Ireland.
About the Role:
As Head of Customer Services, you will manage teams across Order Management, Pre and Post Sales, Key Account Support, and Technical Support. Your mission will be to create an engaging working environment, foster cross-functional collaboration, and continuously improve customer experience.
Key Responsibilities:
Develop and implement customer care strategies.
Lead and support customer support teams.
Communicate goals and ensure regular coaching.
Oversee resolution of customer inquiries and complaints.
Develop plans for an omnichannel service experience.
Implement processes to improve efficiency.
Monitor customer interactions and service levels.
Collaborate to improve processes.
Develop relationships with stakeholders.
Analyse performance metrics and implement improvements.
Prepare reports for stakeholders.
Provide strategic thinking to evolve the business.
Promote new ways of working for customers and the business.
Stay updated on industry trends.Person Requirements:
Significant experience in a similar role.
Bachelor's degree in a related field desired but not essential.
Proven experience in a senior services management role.
Strong understanding of CRM systems and customer care technologies.
Excellent communication and problem-solving skills.
Experience working with all organisational levels.
Ability to analyse data and improve operations.
Ability to mentor high-performing teams.
Ability to manage multiple priorities in a fast-paced environment.Business Systems Knowledge/Experience (Essential):
MS Office
MS Teams
Salesforce CRM (Key User Preferred)
Salesforce Service Cloud (Key User Preferred)(Preferred):
SAP S4 HANA - Lead to Cash (L2C) Process Knowledge
Service to Customer (S2C) Process Knowledge
Purchase to Pay (P2P) Process KnowledgeJoin us and impact our customer service operations. If you are a strategic thinker with a passion for customer care and team development, we want to hear from you