Head of Customer Service

Loaf UK; Nuneaton; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Head of Customer Service to lead a dedicated team in creating exceptional customer experiences. This role is pivotal in driving a customer-first culture while ensuring that service levels and key performance indicators are met. You will be responsible for developing strategies across various communication channels, fostering team development, and collaborating with key stakeholders to enhance the overall customer journey. Join a friendly and forward-thinking team committed to continuous improvement and inclusivity, where your contributions will directly impact the customer experience.

Benefits

25 days holiday plus bank holidays

Enhanced family leave policy

Staff discount scheme

Cycle to work scheme

Half a day for Christmas shopping

Death in service - 4 times annual salary

Qualifications

• Proven track record in customer service, preferably in a leadership role.
• Strong leadership and people management skills to motivate teams.

Responsibilities

• Lead and manage a team of customer service specialists.
• Develop strategies for delivering world-class customer service experiences.

Skills

Customer Service Leadership

Team Management

Analytical Skills

Communication Skills

Problem-Solving

Customer-First Mindset

Tools

CRM Systems

Chatbots

Automation Tools

Job description

As the Head of Customer Service, your primary responsibility is leading and managing a team of dedicated customer service specialists to create an exceptional and effective experience for customers. You will ensure our customers receive outstanding service through phone, email, chat, social media, and digital platforms. Your role involves driving a customer-first culture and empowering our teams to deliver a world-leading, on-brand experience while maintaining key performance indicators and service level agreements. Working collaboratively with key people and departments across the business.

The job

1. Develop and implement strategies for delivering world-class customer service experiences across all communication channels, ensuring customer needs are accommodated promptly, effectively, and on-brand.
2. Constantly review customer interaction journeys and internal processes to help reduce unnecessary customer interactions.
3. Lead, motivate, and develop a high-performing team of customer service specialists, fostering a positive, proactive, and engaging culture. Ensure a strong pipeline of talent, high staff retention rates, and team satisfaction.
4. Build and maintain strong internal relationships with key departments and stakeholders to improve cross-functional ways of working that benefit the customer experience.
5. As the 'Voice of the Customer,' work collaboratively across all customer-facing teams to be the authority on customer sentiment, keeping leadership and the wider business informed.
6. Establish and monitor KPIs, SLAs, and customer insights, analyzing data to identify areas for improvement and taking corrective action as needed.
7. Monitor and evaluate the quality of customer service interactions, analyze customer feedback, listen to recorded calls, and identify areas for improvement. Develop strategies for enhancing interaction quality.
8. Build, own, and maintain relationships with third-party partners (e.g., Dixa), ensuring alignment with strategic objectives.
9. Manage the budget for the conversation centre, ensuring resources are allocated efficiently to meet operational needs.
10. Stay current with industry trends and best practices in customer service, technology, and communication channels, and implement relevant improvements.

What we're looking for

1. Proven track record in customer service, preferably in a leadership role.
2. Recent experience driving positive change through managing teams and organizational initiatives.
3. Strong leadership and people management skills, with the ability to motivate and develop teams to meet KPIs and SLAs.
4. Excellent communication and interpersonal skills to build relationships with stakeholders and represent the company professionally.
5. A customer-first mindset.
6. Strong analytical and problem-solving skills, with the ability to use data for decision-making and continuous improvement.
7. Experience in developing and implementing customer service strategies across multiple channels.
8. Knowledge of customer service technology and software, such as CRM systems, chatbots, and automation tools.
9. Ability to work under pressure in a fast-paced environment while maintaining attention to detail and accuracy.

What we offer

1. Benefits include:
2. 25 days holiday (plus bank holidays), increasing to 28 with service.
3. Enhanced family leave policy.
4. Staff and friends and family discount scheme.
5. EAP programme.
6. Cycle to work scheme.
7. Half a day for Christmas shopping.
8. Death in service - 4 times annual salary.

What's it like working at Loaf?

We are a forward-thinking, friendly team committed to building a fabulous company with brilliant people. The customer is at the heart of everything we do, and we’re always striving for better, more efficient ways to deliver the highest standards.

As a business, we are dedicated to being inclusive. No matter your identity or background, we want everyone to feel welcome and be themselves.

We’d love you to join us on our journey.

Please note that due to the high number of applications, we are currently unable to provide individual feedback to every candidate. If successful, a member of our team will reach out to you.