Customer Service Director

Customer Service Director

Based in Guildford

Competitive salary dependant on Salary

We are working with a successful company which is experiencing high growth and is now looking for an experienced Customer Service Director to head up and grow their already excellent Customer Service department.

The Customer service team is mid-sized with communications with clients and customers through live chats, emails and phone calls.

Responsibilities:

  - Review and optimize current processes for increased efficiency and reduced costs.
  - Provide direction, support, and coaching to the Customer Service team.
  - Set performance standards and manage Key Performance Indicators (KPIs).
  - Conduct reviews and performance monitoring for the Customer Service staff.
  - Maintain high customer engagement and satisfaction.
  - Interview and hire new staff as needed.
  - Implement new IT and/or AI systems.
  - Report team performance to senior directors.
  - Address unresolved customer complaints as the final point of contact.
Qualifications for Customer Service Director
  - Extensive experience in Customer Service management and leadership.
  - Ability to optimize processes.
  - Experience in integrating AI into Customer Service.
  - Leadership skills to support the team in a potentially stressful role.
  - Understanding of the impact of positive customer reviews on brand growth.