Head of Customer Services/Account Manager
Our client, a leading Transportation/Logistics company based in West London, are looking to recruit an experienced Head of Customer Services/Account Manager to shape their methods of working and improve their relationship with their customers. Due to the nature of the business, our client are only considering applicants with experience of managing senior accounts/customer services in either the transportation/minicab or local authority industries.
The main feature of our client's business is hire coaches and, after a recent acquisition, have secured a huge contract with local authorities throughout London. Working with 12 clients (including 4 extremely high-profile clients), you will be responsible for acting as the figurehead for all customer services matters and be in regular contact with the heads of local authorities in order to ensure excellent relationships.
Responsibilities will vary from day to day, however general duties will include:
- Liaising with key decision-makers from all 12 client accounts
- Drive proactive customer resolution
- Act as the first point of contact for client accounts for large business matters
- Leading one other Customer Service professional in ensuring they promote a first-class service
- Meeting with each client once a quarter to ensure excellent relationships are maintained
An extremely senior position within the company, you will report directly to the MD and will run the customer services department. A company of 250 FTE, you will be based in an office of 20 and spend 75% of your time within the office, with the remaining 25% meeting with clients across London.
This is a completely new position due to the recent company acquisition and, as a result of wanting to improve their customer relationships, is a position our client are looking to fill immediately. If you have the necessary experience and are interested in the position, please apply at your earliest convenience.
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