Head Of Customer Service

Consumer Additions

Head of Customer Service – £45,000 – £55,000Consumer Additions are currently recruiting for a premium consumer goods business who are looking to hire a Head of Customer Service for their ambitious team based in London.The role will be looking after a small team of highly driven executives across two different streams of the business. The role will suit a candidate who is looking to develop their career within a successful business.Responsibilities:Take leadership role in the strategic direction of two teams across the business and creating a strong customer experience plan.Work closely with other key stakeholders within the business to ensure efficiencyDrive end-to-end improvements and efficienciesUse experience to lead customer service deskCreate and review KPIs that allow the business to monitor the experience of customers, and focus on any area of the business that is underperforming in this areaImplement SLAs and manage the team according to thisTeam management, including training, management and mentoringMonitor and analyse customer service performance to ensure contact quality and satisfactionManagement of in-bound queriesMonitor query volume, type and resolution, and highlight any areas of opportunityExperience requiredExperience working as a Head of (or) Customer Service ManagerPrevious experience of implementing new plans that develop and improve customer serviceExperience of leading a teamAdopting clear plans for the team which helps their developmentPerformance analysis, KPI measurement and reporting resultsAbility to work across two different areas of the businessStrong level of attention to detailExperience in the luxury/premium retail sector an advantage

Tagged as: LUXURY, Other

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