Director of Customer Service & Experience

COREcruitment Ltd; England; On-site; GBP 90,000 - 120,000; Full time

Job summary

COREcruitment Ltd is seeking a Head of Customer Service to lead customer-facing administration, helpdesk and scheduling across multi-site operations. The role focuses on delivering exceptional customer experience, efficient processing of requests and continuous improvement across all customer service functions.

The ideal candidate will lead multiple teams, establish KPIs, manage performance, and drive a customer-centric culture while ensuring smooth scheduling, invoicing, and proactive

Responsibilities

• Lead, develop and inspire customer service teams across multiple locations.
• Establish service standards, KPIs and performance measures.
• Drive a customer-centric culture throughout the business.
• Manage employee performance, training, coaching and succession planning.
• Ensure effective communication and collaboration between departments.
• Identify and implement continuous improvement initiatives to enhance customer service delivery.
• Oversee the processing of sales orders and requests.
• Ensure timely and accurate invoicing.
• Manage customer enquiries, complaints and issue resolution.
• Oversee the preparation and administration of quotations and proposals.
• Monitor departmental workload to ensure service level targets are achieved.
• Manage the daily scheduling of reactive calls.
• Oversee planning and scheduling of programmes.
• Ensure all customer queries are responded to promptly and professionally.
• Monitor the logging and allocation of incoming calls.
• Ensure customers are proactively updated on outstanding engineer visits and service calls.
• Manage call ageing and drive timely resolution of outstanding jobs.
• Optimise engineer utilisation, productivity and geographical planning.
• Manage customer SLAs and associated KPI targets.
• Proven experience in a senior customer service, service operations or customer support leadership role.
• Experience managing multiple teams across different locations.
• Strong background in service planning, scheduling, administration and customer support functions.
• Experience managing KPIs and service performance metrics.
• Strong people management and leadership skills.
• You will need a valid drivers license and be happy to travel for work.

Job description

COREcruitment Ltd is seeking a Head of Customer Service to lead customer-facing administration, helpdesk and scheduling across multi-site operations. The role focuses on delivering exceptional customer experience, efficient processing of requests and continuous improvement across all customer service functions.

The ideal candidate will lead multiple teams, establish KPIs, manage performance, and drive a customer-centric culture while ensuring smooth scheduling, invoicing, and proactive