Job Title: Head of Customer Service

Location: Warrington

Reporting to: Managing Director

Salary: £55,000 to £65,000, possibility for negotiation

Our client is a registered ISP in the UK. In this digital world, broadband is key for the growth of both businesses and homes. Their mission is to provide full fibre broadband so that people can enhance their ability to work, learn and play online. Regardless of where people live or work, they deserve to have an ultra-fast network and our client is proud to be one of the UK's leading network builders and suppliers of the Project Gigabit Voucher Scheme.

We are looking for an individual with 5+ years' experience in Customer Service Management. Reporting into the Managing Director, the Head of Customer Service will play a pivotal role in leading and developing the Customer Service team as the business continues to grow. Responsible for managing the day-to-day operational function of our customer service to our customer portfolio, you will play a critical part in creating a supportive coaching environment for the team to deliver outstanding service to customers across the UK.

The ideal candidate will be highly motivated, have a solution based approach with the ability to deliver business objectives accurately, and on time. They will be able to work autonomously, whilst supporting, and developing their team and will form part of the Senior Management Team within the business.

Responsibilities:

• Participation in Senior Management Team to help deliver the business strategy.
• Shaping & managing a Customer Services team to deliver outstanding customer service to our customers.
• Coaching your team to continue building their capabilities to enhance performance in the job role and the wider business.
• Deliver business KPI's to at least target level.
• Produce specific and regular KPI reports (primary, secondary, and tertiary), identifying trends within the data you have gathered and implementing change where required to maintain good performance.
• Identify areas of improvement, strategize solutions, and then implement.
• Ensure your team have a strong methodical approach to resolving raised queries within the set SLA's.
• Work with other business departments in harmony to drive positive outcomes.
• People management, including (where required) performance management.
• Be solution ready in your approach to resolve customer queries and complaints.
• Maintain relationships with our main Stakeholders through effective communication.
• Constantly review internal systems and identify areas of improvement or changes within the sector.
• Maintain accurate records within the companies CRM system for you and your team.
• Uphold and demonstrate our core values within the office, (Solution Ready, Collaborative, Customers First).

Qualifications and Experience:

• Proven experience in managing a Customer Service Operations Team.
• Demonstrate excellent leadership, management and communication skills and the ability to grow and develop a team in line with business requirements.
• Strong knowledge of customer service trends and use of a CRM system and ticket management system.
• Hands on experience with systems such as Salesforce, Freshdesk, Microsoft 365
• Preferably knowledge of the ISP/ communications sector.
• An analytical mind, with a keen focus on data, reports, and trends.
• Confident in taking full ownership of a project and effectively collaborate with cross-functional teams.
• Experience working collaboratively with other departments to influence decisions that impact customers.
• Highly organised, with the ability to work under pressure.
• Excellent troubleshooting and complex problem-solving skills.

Key Skills:

• Communication skills - Effective communication with team, colleagues, managers, and customers.
• Teamwork - Show willingness to pitch in to finish all tasks assigned and tasks that may be assigned to colleagues. Generate a strong team ethic and spirit.
• Management - the ability to get the best out of people and a team. The ability to manage customer relationships which result in enhancement of brand.
• Analytical - able to work with an array of different data to support key business decisions.
• Performance - Demonstrating an understanding of job duties and fulfilling responsibilities.
• Productivity - Consistently meeting productivity requirements and project deadlines.
• Integrity - Consistently upholding of strong moral and ethical business values. Showing a positive, cooperative attitude, and works well with others.
• Reliability - Consistently demonstrating competence, dependability & adaptability.

Benefits:

• Laptop, & associated software.
• Company phone.
• Branded workwear.
• 25 days annual leave.
• Enrolment into company pension plan.
• To be part of a growing team.

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