Customer Services Director

Freshminds; Greater London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading environmental services provider in the UK is seeking an experienced Customer Services Director to lead a transformation programme across its regional centres. This role involves assessing current operations, designing processes, and training staff to enhance customer service standards.

Qualifications

• Minimum 10 years of experience in customer service leadership roles.
• Proven track record in managing high-volume contact center environments.

Responsibilities

• Assess and document current operations at each customer service centre.
• Design and implement a streamlined, standardised order-to-cash process.
• Develop and deliver comprehensive training for managers and representatives.

Skills

Leadership

Communication

Customer Service

Job description

About the Company

Our client is a prominent environmental services provider operating across Northern Europe and the UK. Specialising in the collection, recycling, processing, and management of residual materials from the construction and building sectors, the company is deeply committed to sustainability and environmental performance. With over 1,000 employees and a turnover exceeding SEK 5 billion, the organisation has a strong footprint across Sweden, Norway, Denmark, Finland, the UK, and Ireland.

As part of a strategic initiative to elevate customer service standards in the UK, the business is seeking an experienced Customer Services Director to lead a transformation programme across its regional centres.

Responsibilities

• Assess and document current operations at each customer service centre, including evaluating the suitability of existing phone systems.
• Analyse and map out the existing order-to-cash processes.
• Design and implement a streamlined, standardised order-to-cash process.
• Develop and deliver comprehensive training for managers and representatives covering customer service best practices, including call and email handling, complaint resolution, and professional communication.
• Serve as an internal advocate for customer experience and service quality.
• Collaborate closely with operational leadership to embed a culture of excellence in customer interactions.

Requirements

• Minimum 10 years of experience in customer service leadership roles.
• Proven track record in managing high-volume contact center environments.
• Strong background in designing and implementing customer service training programmes.
• A proactive and goal-driven approach with a passion for advocating on behalf of customers.
• Excellent written and verbal communication skills.
• Availability to be on-site at least three days per week at regional centers in and around London.

Contract Details

• Start Date: Monday 2nd June
• Duration: 2 months
• Day Rate: £800 – £1,000 (dependent on experience)