ROLE – Head of Customer Service
TERM – Permanent
LOCATION – Berkshire
SALARY – £45,000 – £52,000, dependent on experience
My client provides specialist engineering services in the Linen & Laundry industry. They have a strong commitment to delivering outstanding customer experiences.
They are looking for a Head of Customer Service to lead their customer care team in the Berkshire area on a permanent basis.
The Head of Customer Service will ideally have the following attributes:
- At least 5 years’ experience in a senior customer service leadership role
- Proven track record in managing multi-channel customer service operations
- Happy to travel around the UK for customer visits
- Able to plan your own routes and schedule to maximise efficiency
- Strong leadership skills with the ability to inspire, mentor and develop a large team
- Excellent knowledge of customer service best practices, complaint resolution, and service-level management
- Data-driven approach with the ability to analyse performance metrics and identify improvement opportunities
- Outstanding communication skills, both verbal and written
- Experience implementing customer service technology and CRM systems
- Ability to manage budgets and forecast resource requirements
- Resilient, adaptable, and able to thrive in a fast-paced, high-growth environment
- Own your own vehicle and be willing to travel as required
The Head of Customer Service role will involve:
- Travelling around the UK to visit customer sites and carry out audits
- Managing your own time, organising customer visits and planning routes
- Leading, developing and motivating the customer service team to deliver exceptional service levels
- Setting and monitoring KPIs, SLAs and quality standards across all customer service channels
- Developing and implementing customer service strategies to enhance satisfaction and retention
- Handling complex customer escalations and ensuring swift resolution
- Managing resource planning, recruitment and training for the department
- Overseeing the adoption and optimisation of CRM and support systems
- Being a part of the senior leadership team and working on service performance and improvement initiatives
- Being involved with financial decisions across the business as part of the senior leadership team
- Driving a customer-first culture across the organisation
- Working cross-functionally with sales, marketing, logistics and operations teams to improve end-to-end customer experience
If you are interested in this position, please apply with an up-to-date CV as soon as possible.
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