Head of Customer Care

Protea USA, Inc.; United Kingdom; On-site; GBP 60,000; Full time

Job summary

An established industry player is seeking a dynamic Head of Customer Care to lead a talented team in delivering exceptional service. This role offers a unique opportunity to drive customer satisfaction and business success through effective leadership and strategic initiatives. The ideal candidate will thrive in a fast-paced environment, demonstrating strong analytical skills and a commitment to continuous improvement. Join a forward-thinking organization that values its people and is dedicated to fostering a collaborative and innovative workplace. If you are passionate about customer care and ready to make a significant impact, this is the perfect role for you.

Qualifications

• Proven ability to manage a team of 10+ in a B2B service environment.
• Track record of developing customer-focused strategies.

Responsibilities

• Oversee customer services team ensuring excellent service.
• Develop and implement customer service policies for efficiency.
• Analyze customer feedback to drive improvements.

Skills

Leadership

Team Management

Communication Skills

Analytical Skills

Problem Solving

Customer Focus

Conflict Resolution

Organizational Skills

Job description

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

We are keen to hear from ambitious individuals who thrive on taking full ownership, are committed to leading teams and developing talent and who are very much wanting to make the role their own. This is an excellent platform from which to really drive the business to its next level of success.

Responsibilities

The role requires an exceptional Customer Services Management professional who has a real focus on developing the team. You will proactively drive the business forward by delivering / exceeding your customers' expectations as well as through a focus on continuous improvement; you will find ways of improving the service, how relationships (both internal and external) can be strengthened and how processes can be implemented to make the operation more efficient, and the customer service experience an exceptional one.

Additionally, you will need to demonstrate strong analytical skills and be highly process driven. The interpretation of data, and the simplified communication of its meaning to your team will provide them with direction and goals. Using this information, you will almost act as a 'commercial advisor' to the Operations Director, to support, develop and implement longer term strategic initiatives.

Relevant work experiences for this position may include prior supervisory roles, where leadership and team management skills can be practiced, as well as direct customer services roles that provide insights into customer needs and expectations.

Proven ability to manage a team of 10 or more in a fast pace B2B service environment, with a track record of integrating seamlessly into a high-performing team.

Required Skills

Strong leadership and team management skills with previous experience

Excellent communication and interpersonal skills and relationship building.

Proven track record of developing customer focused strategies

Ability to analyse customer feedback and data to drive improvements

Exceptional problem-solving and conflict resolution skills and the ability to work under pressure

Strong organisation skills and attention to detail with the ability to execute tasks to a high standard.

Highly driven with ambitions to grow within a fast-growing business.

Duties and responsibilities

The customer services manager will be responsible for overseeing the customer services team (10 people +) ensuring excellent service and leading the team to achieve business objectives.

Supervising and mentor to the customer services team to enhance their skills and performance.

Develop and implementing customer services policies and procedures to improve efficiency, ensuring they are followed consistently.

Become the primary point of contact for customer inquiries and complaints to ensure timely resolution and satisfaction.

Coordinate schedules for customer service staff to ensure adequate coverage.

Analyse customer feedback and data to identify areas for improvement and implement changes.

Set and monitor target/goals for the customer services team to drive revenue growth.

Collaborate with all other departments to align customer services strategies with overall business goals

Organise and execute training and workshops for staff to stay updated on products/services.

Keep up with industry developments and best practices to continuously improve the customer experience.

Prepare Key Performance Reports on customer services performance for management review and identify areas for improvement.

Carry out team monthly one to ones

Streamline departmental collaboration for seamless workflows

Strong problem-solving skills to address operational issues that arise and find effective solutions.

Coordinate schedules to ensure full coverage based on customer needs and the ability to develop the team and plan for increasing volumes.

Foster a positive and collaborative team environment to boost employees morale and retention.

Job Types: Full-time, Permanent

Pay: Up to £60,000.00 per year

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Administrative and Support Services

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