Head of Customer Service

Michael Page (UK); Sheffield; On-site; GBP 60,000 - 65,000; Full time

Job summary

Une entreprise internationale de premier plan recherche un Head of Customer Service pour améliorer l'expérience client à travers plusieurs sites. Ce rôle exige un leadership solide dans la gestion d'équipes et une approche centrée sur le client pour optimiser la satisfaction tout en réduisant les coûts.

Benefits

Great company benefits

Qualifications

• Expérience dans la direction de fonctions de service client.
• Connaissance des chaînes de contact client.
• Expérience dans un environnement de fabrication/supply chain.

Responsibilities

• Leadership et gestion des équipes de service client à travers le Royaume-Uni, l'Europe et les États-Unis.
• Gestion des canaux de contact client pour maximiser l'efficacité.
• Rapports réguliers au conseil sur l'activité client et la satisfaction.

Skills

Customer Focus

Leadership

Continuous Improvement

Job description

• Global Business
• Sheffield Based

About Our Client

Page Group are working in partnership with an Industry leading manufacturer, providing well known products within the B2B & B2C space. This role will focus on the direct ownership and improvement of the customer service function, leading teams across multiple global sites to deliver a seamless customer journey

Job Description

• Overall leadership and management of multiple customer service teams across the UK, Europe and US to deliver excellent service during all interactions with B2B & B2C Customers
• Provide direct reports with regular support and guidance to grow and develop, ensuring they have all the tools and resources to be successful in their role
• Work closely with production and quality to share customer feedback on product quality, common faults and other issues, with a view to reduce reoccurring issues
• Manage customer contact channels including phone, email, chat etc to ensure resource if best utilised, driving customer self service usage where possible
• Manage relationships with 3rd party outsource suppliers internationally to ensure contractual service levels are maintained
• Drive continuous improvement programme across the business with a vision to improve customer satisfaction, NPS & CSAT scores, efficiency and reduce costs
• Ensure the smooth movement of customer goods / orders across the globe in line with regulatory and export requirements
• Provide clear reports to the board focused on customer activity, customer satisfaction and other key areas on a regular basis

The Successful Applicant

• Leadership of Customer Service function
• Experience within a manufacturing / supply chain background - desirable
• Leadership of European or Global CS Teams - Desirable
• Strong customer focused approach
• Experience working with customer contact channels
• Export Knowledge - desirable

What's on Offer

The Head of Customer Service will join a leading international business within the Manufacturing & Consumer space

The role offers a salary of £60,000 - £65,000 plus great company benefits

37.5 Hours per week - Monday to Friday - Sheffield based, on-site

This role will require occasional international travel