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Head of Customer Service, Head of Customer Support
Recruiter
Douglas Jackson
Location
in Sussex , South East
Salary: £55-65,000 basic + benefits
Reference: DJSG1070
Job Ref: DJSG1070
Job Title: Head of Customer Service, Head of Customer Support
Job Location: Sussex, South East
Salary: £55-65,000 basic, benefits.
The Head of Customer Support will be responsible for leading a service support team, providing a consistently high level of service. Managing all aspects of the business service delivery, throughout the customer lifecycle and through all customer touch points.
Managing all service support functions, including administration and technical helpdesk support functions, the successful candidate will have regular contact at board level.
Responsibilities:
Lead the Customer Services team via your own example and standards
Set departmental objectives for all customer service support and administration teams.
Develop customer service policies; implement, monitor and evaluate key customer service performance measures; make commercial recommendations and report to management team
Provide an overall professional approach when dealing with all customers, external contacts and internal departments
Be the external customer escalation point for unresolved queries, issues and complex or priority complaints
Be the internal escalation point for all issues related to Customer Support provision
Identify staffing and resource requirement for the team; recruitment and selection of team members as required; ensure appropriate staff development and career progression opportunities with an appropriate appraisal scheme
Train staff to give a high standard of service
Ensure that staff understand company procedures and all industry regulatory and legal requirements.
Maintain a dialogue with internal customers to understand their perception of Customer Support team performance.
Conduct regular process reviews of agent and company processes.
Conduct root cause analysis of frequent problems to reduce errors and improve customer satisfaction
For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.
Job Title: Head of Customer Service, Head of Customer Support
Job Location: Sussex, South East
Salary: £55-65,000 basic, benefits.
The Head of Customer Support will be responsible for leading a service support team, providing a consistently high level of service. Managing all aspects of the business service delivery, throughout the customer lifecycle and through all customer touch points.
Managing all service support functions, including administration and technical helpdesk support functions, the successful candidate will have regular contact at board level.
Responsibilities:
Lead the Customer Services team via your own example and standards
Set departmental objectives for all customer service support and administration teams.
Develop customer service policies; implement, monitor and evaluate key customer service performance measures; make commercial recommendations and report to management team
Provide an overall professional approach when dealing with all customers, external contacts and internal departments
Be the external customer escalation point for unresolved queries, issues and complex or priority complaints
Be the internal escalation point for all issues related to Customer Support provision
Identify staffing and resource requirement for the team; recruitment and selection of team members as required; ensure appropriate staff development and career progression opportunities with an appropriate appraisal scheme
Train staff to give a high standard of service
Ensure that staff understand company procedures and all industry regulatory and legal requirements.
Maintain a dialogue with internal customers to understand their perception of Customer Support team performance.
Conduct regular process reviews of agent and company processes.
Conduct root cause analysis of frequent problems to reduce errors and improve customer satisfaction
For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.
Recruiter:Douglas Jackson
Website: http://www.douglas-jackson.com
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Published at 11-07-2008
Viewed: 604 times
Viewed: 604 times
