Head of Customer Service

Job Title: Head of Customer Service Location: UK, Remote with travel to Edinburgh when required Salary: £60,000 - 80,000 + benefits Job Type: Full-time, Permanent What We're Looking For Our client who is in the computer and electronics manufacturing industry is seeking an experienced and operationally minded Head of Customer Service to lead, motivate and inspire our growing Service team. You will be accountable for the delivery and success of our 24/7 support function, from hiring the right support associates to designing and tracking the most efficient KPIs, while taking a lead role in the development of our customer-first culture, improving retention, driving efficiencies and enhancing systems and processes. This is a key role in the expansion of the company and will require a professional driven by metrics and with a hunger for continuous improvement. The Role

• Leadership & Management

• Ownership of 24/7 support operations
• Recruitment of new team members
• Performance management, celebrating success and managing underperformance
• Creating the right culture; quality in behaviours, setting of standards and expectations
• Design trainings and make sure that our support team is up to date with best practices in issue resolution and de escalation

• Data Analysis & Strategic Thinking

• Reduce error rates, improve processes & sales administration
• Measure and improvement of KPI’s on customer engagement & efficiencies
• Create a learning environment that leads to outstanding NPS across the team
• Collaborate to implement best in class issue tracking and resolution processes
• Champion innovative solutions to drive efficiency and reliable support
• Own TTR, TTC and drive industry best CSAT

• Process & Tool Optimization

• Work closely with engineering operations and account management teams to create and maintain smooth hand off processes
• Evaluate and improve support tools and processes to ensure most efficient customer issue management
• Driving and implementation of automation
• Ticket management systems, coordinating workflows through the team and planning for resource
• Implementation of customer succession & customer journey management

The Ideal Candidate

• 3-5 years’ experience leading a customer service team
• Experience working with clients internationally
• Strong management and teaching skills
• Ability to identify great talent and build a culture that fosters development
• Ability to see the wider picture
• Analytically driven
• Excellent written and verbal communication skills
• Organised with high level of attention to detail
• Experience with HubSpot preferred

Benefits

• Private Health Insurance
• 33 days holidays and paid sick leave (pro rata)
• 6-monthly performance and salary reviews
• Mental health support through Spill
• Perks at work discounts on major brands
• Cake on your Birthday

If you are interested in knowing more about the role, please contact one of our team from AJ Connect or you can send your updated resume to millen.rafols@aj-connect.com Know someone qualified? Please refer them!