Customer Services Director

SF Recruitment; Coventry; Hybrid; GBP 102,000 - 120,000; Full time

Job summary

A growing business in Coventry is seeking a Customer Services Director to lead strategic initiatives and drive improvements in customer service. This permanent, hybrid role offers a salary of up to £120,000 plus a £6k car allowance and a potential 20% bonus. The ideal candidate will have a background in operational management, digital transformation, and a strong customer-centric mindset, along with excellent leadership skills to motivate large teams.

Qualifications

• Proven ability to lead customer service operations and set strategic direction.
• Experience managing multi-channel customer interactions and meeting SLAs.
• Track record of implementing digital and data-driven improvements.
• Experience using new technologies to enhance customer service.
• Skilled in managing departmental budgets and cost optimisation.
• Familiarity with agile, design thinking, and systems thinking.

Responsibilities

• Set the Customer Services strategy ensuring customer service is a competitive advantage.
• Review and improve customer service processes and technology for productivity.
• Collaborate with key stakeholders to address customer issues.
• Oversee day-to-day customer interactions and access points.
• Lead CS reporting and KPI tracking based on key metrics.

Skills

Customer-Centric Mindset

Analytical Skills

Leadership & People Management

Communication & Influence

Commercial Awareness

Familiarity with emerging technologies

Job description

Overview

SF Recruitment have partnered with a brilliant, growing business in Coventry, who are looking to recruit a Customer Services Director on a permanent, hybrid basis. This role has come up to to growth and recent successes within the business, and is a strategic role that will sit within the SLT.

Salary: up to £120,000 with £6k car allowance and up to 20% bonus

Responsibilities

• Set the Customer Services (CS) strategy ensuring CS is a point of difference in the market
• Reviewing and improving CS processes and technology to continually improve productivity and scalability, without the need to hire more colleagues.
• Work closely with the Account Management Director and COO to address key customer issues and "pain-points".
• Own the "day to day" customer interaction and access points to the business.
• Lead and develop CS reporting and KPI tracking ensuring we know the key metrics that are important to our customers and reporting against these, balancing this with the required productivity.

Qualifications

• Strategic Leadership: Proven ability to lead CS operations and set strategic direction.
• Operational Management: Experience managing multi-channel customer interactions and meeting SLAs.
• Digital Transformation: Track record of implementing digital and data-driven improvements.
• Technical knowledge and development: Experience in or knowledge in the use of new technologies to deliver CS and process improvements including the use of AI.
• Budget & P&L Responsibility: Skilled in managing departmental budgets and cost optimisation.
• Change Management: Familiarity with agile, design thinking, and systems thinking.

Core Skills & Competencies

• Customer-Centric Mindset: Acts as the "Voice of the Customer" to drive improvements.
• Analytical Skills: Uses KPIs (NPS, CSAT) and data to enhance performance.
• Leadership & People Management: Ability to motivate and develop large teams.
• Communication & Influence: Strong stakeholder negotiation and presentation skills.
• Commercial Awareness: Understands impact of customer service on revenue and retention.
• Familiarity with emerging technologies: AI chatbots, CRM systems, omnichannel platforms