Head of Customer Care

TEAMWORK PARTNERSHIP LTD; Slough; On-site; GBP 60,000; Full time

Job summary

An established industry player is seeking a Head of Customer Care to lead their customer service team. This role is pivotal in enhancing service quality and driving continuous improvement. The ideal candidate will possess strong leadership skills and a customer-centric approach, ensuring that the team meets and exceeds customer expectations. With a focus on developing talent and implementing efficient processes, you will play a key role in the organization's growth. If you are ambitious and thrive in a fast-paced environment, this opportunity offers a platform to make a significant impact.

Qualifications

• Proven experience in customer service management with a focus on team development.
• Strong analytical skills to interpret data and enhance service quality.

Responsibilities

• Oversee the customer service team to ensure excellent service delivery.
• Develop and implement policies for operational efficiency.
• Analyze customer feedback to drive improvements.

Skills

Leadership and team management

Communication skills

Customer-focused strategies

Analytical skills

Problem-solving skills

Organizational skills

Job description

Teamwork Partnership - Head of Customer Care

Teamwork Partnership is currently recruiting an experienced Head of Customer Care with a strong commercial and customer-centric focus to join a progressive, successful, and highly people-oriented growing organization.

We seek ambitious individuals who thrive on taking full ownership, leading teams, developing talent, and making the role their own. This position offers an excellent platform to drive the business to its next level of success.

Responsibilities:

The ideal candidate will be an exceptional Customer Service Management professional with a focus on team development. You will proactively drive the business forward by exceeding customer expectations and focusing on continuous improvement. This includes enhancing service quality, strengthening internal and external relationships, and implementing processes to make operations more efficient and customer experiences outstanding.

You should demonstrate strong analytical skills and be highly process-driven. Interpreting data and communicating insights clearly to your team will guide their objectives. You will act as a 'commercial advisor' to support, develop, and implement strategic initiatives with the Operations Director.

Relevant experience may include supervisory roles practicing leadership and team management, as well as customer service roles providing insights into customer needs and expectations.

Proven ability to manage a team of 10 or more in a fast-paced B2B service environment, with a track record of seamless integration into high-performing teams.

Required Skills:

• Strong leadership and team management experience
• Excellent communication, interpersonal skills, and relationship-building abilities
• Proven track record in developing customer-focused strategies
• Ability to analyze customer feedback and data to drive improvements
• Exceptional problem-solving and conflict resolution skills, with the ability to work under pressure
• Strong organizational skills and attention to detail
• Highly driven with ambitions for growth within a fast-growing business

Duties and Responsibilities:

• Oversee and mentor the customer service team (10+ members) to ensure excellent service and achievement of business objectives
• Develop and implement customer service policies and procedures for efficiency
• Serve as the primary contact for customer inquiries and complaints, ensuring timely resolution
• Coordinate staff schedules to ensure adequate coverage
• Analyze feedback and data to identify improvement areas and implement changes
• Set and monitor team targets to drive revenue growth
• Collaborate with other departments to align customer service strategies with business goals
• Organize training and workshops to keep staff updated
• Stay informed on industry developments to enhance customer experience
• Prepare performance reports for management review
• Conduct monthly one-on-one meetings with team members
• Streamline collaboration for seamless workflows
• Address operational issues with effective solutions
• Plan schedules to meet customer needs and support team growth
• Foster a positive, collaborative team environment to improve morale and retention

Job Types: Full-time, Permanent

Pay: Up to £60,000.00 per year