Head of Customer Service
We are recruiting for Head of Customer Service role based in Carlisle.
The purpose of the role will be responsible for the design, agreement and implementation of the Customer Care Strategy, with a focus on developing a fully integrated customer experience through face to face, telephone services, potentially web-based and hard copy communication and correspondence.
The Head of Customer Service will be responsible for managing the day to day activity of the Customer Service Centre in delivering an integrated call centre service.
Main Duties of the role will include:
Develop a Customer Care Strategy in conjunction with the Group Internal Sales Manager and Sales Directors to improve the delivery of our product and customer satisfaction.
Develop the Customer Service Centre’s knowledge of all the products
Provide help and advice to customers when required with products and services.
Ensure that the Customer Service Centre and it’s team take every opportunity to enhance sales levels, conducting sales calls when required.
Developing a feedback or complaints service for customers to use.
Designing and implementing a customer service measurement system.
Ensuring that the Customer Service Centre is adequately staffed every day of operation.
ESSENTIAL SKILLS
Very strong background in management of customer service and call centres.
Ability to lead,train and develop a customer service team.
Demonstrate an experience of improving customer service procedures to achieve tangible results.
Highly organised, logical and proactive.
Must have excellent communication skills and have ability to share those skills with others.
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