We are recruiting for a motivated and experienced Head of Customer Service for a company that has seen fantastic growth over recent years and the future looks very similar with future growth on the cards. This role is a great opportunity for an experienced Head of Customer Service to put their mark on the future by defining the customer service strategy and implementing it. The successful candidate will oversee 2 main customer service teams and be comfortable with assessing the current state, producing a strategy that is driven by data and KPI's with a suitable people structure at the core.
Key Responsibilities:
- Provide leadership, direction and coaching of customer service teams
- Build a customer-centric culture and devise a customer service strategy that creates more engaged and loyal customers
- Tracking and analysing KPI's & improving operational efficiency using data and technology
- Drive the teams to achieve customer service awards
We're looking for candidates with a SAAS background who have managed service teams of varying sizes. Ideally you will have experience of both B2B and B2C services and you will have managed teams who are responsible for technology as part of the services. The successful candidate will require some experience of implementing helpdesk systems, chatbots etc. Excellent salary and flexible working- fantastic opportunity to join this organisation as they are embarking on an exciting journey!