We are searching for 'Head of Customer Services', Warwick, for a well-known established, successful brand.
This is a significant leadership role that will encompass management and continuous improvement of Contact Centres, e-Channels and customer on-boarding. The ';Head of Customer Services’ will define a clear, ambitious (but achievable) Customer Services strategy and champion an ethos of excellence in customer service, building very strong relationships with the team, peers, the board and key stakeholders across the business.
Skills and experience required -
You must have:
- Worked in a highly customer focused B-C organisation in the past, leading the organisation’s customer service approach. A background in large customer/consumer industries like Retail, Utilities, Leisure, Telecoms, Broadcasting, Media, Banking, etc, would be highly beneficial.
- Defined a clear, ambitious customer services strategy, gaining buy-in from the board, peers and team members.
- Delivered on your strategy by improving customer services for a B-C organisation with tangible results taking the service from ';good’ to ';great’ and beyond.
- Managed a significant team across several streams (e.g. call centre, e-channel, on-boarding team, complaints, etc) and provided provide strong coaching and leadership skills encouraging personal growth.
- Evidence of improving the customer on-boarding journey through multiple channels (including contact centres and e-channel).
- Evidence of working with a 3rd party partner and transitioning to a provider, or between providers ensuring a seamless service and consistency of process, quality and customer experience.
- Experience of interpreting and using data to improve the customer journey and reach new audiences.
- Evidence of sharing best practice across teams and partners.
- Held budgetary responsibility.
Personal attributes -
- Highly professional leader with high integrity who leads by example, creating a highly customer-focused culture with a focus on continuous improvement.
- Able to handle pressure and make considered, quick decisions in a challenging environment.
- Commercially aware; and fosters business awareness in others.
- Strong relational builder at all levels and a competent presenter at board level.
- Forward thinker; able to keep abreast of the market including the offering of competitors and innovate to improve service and reach new markets, including online.![]()
This is a significant leadership role that will encompass management and continuous improvement of Contact Centres, e-Channels and customer on-boarding. The ';Head of Customer Services’ will define a clear, ambitious (but achievable) Customer Services strategy and champion an ethos of excellence in customer service, building very strong relationships with the team, peers, the board and key stakeholders across the business.
Skills and experience required -
You must have:
- Worked in a highly customer focused B-C organisation in the past, leading the organisation’s customer service approach. A background in large customer/consumer industries like Retail, Utilities, Leisure, Telecoms, Broadcasting, Media, Banking, etc, would be highly beneficial.
- Defined a clear, ambitious customer services strategy, gaining buy-in from the board, peers and team members.
- Delivered on your strategy by improving customer services for a B-C organisation with tangible results taking the service from ';good’ to ';great’ and beyond.
- Managed a significant team across several streams (e.g. call centre, e-channel, on-boarding team, complaints, etc) and provided provide strong coaching and leadership skills encouraging personal growth.
- Evidence of improving the customer on-boarding journey through multiple channels (including contact centres and e-channel).
- Evidence of working with a 3rd party partner and transitioning to a provider, or between providers ensuring a seamless service and consistency of process, quality and customer experience.
- Experience of interpreting and using data to improve the customer journey and reach new audiences.
- Evidence of sharing best practice across teams and partners.
- Held budgetary responsibility.
Personal attributes -
- Highly professional leader with high integrity who leads by example, creating a highly customer-focused culture with a focus on continuous improvement.
- Able to handle pressure and make considered, quick decisions in a challenging environment.
- Commercially aware; and fosters business awareness in others.
- Strong relational builder at all levels and a competent presenter at board level.
- Forward thinker; able to keep abreast of the market including the offering of competitors and innovate to improve service and reach new markets, including online.