Head Of Customer Service

Inform Recruitment is working with a not-for-profit organisation, recruiting this newly created Head of Customer Service position to lead the Customer Services team. The focus of this role will be to drive customer experience and loyalty, and in turn, maximise sales. You will work alongside a small and established team and have the opportunity to make this role your own. The position requires someone strategic, commercially focused and confident, able to build excellent relationships and coach and develop individuals.

There's the option of hybrid working - two days in the office/three from home. You'll receive benefits such as a medical cash plan, employee rewards, and health and wellness-focused initiatives. The annual leave entitlement starts at 25 days and will increase with your length of service. For days you are in the office, there is free on-site parking.

As Head of Customer Service, your responsibilities will include:

• Developing, implementing and leading a Customer Service strategy to ensure customers receive an exemplary level of service.
• Driving Customer Service expectations and initiatives.
• Collaborating with other departments to maximise customer experience.
• Managing accounts and dealing with issues within agreed SLAs.
• Following up on all the identified leads.
• Responding to incoming enquiries.
• Carrying out ad-hoc visits to ensure quality and compliance.
• Resolving complaints.
• Responding appropriately to online comments.
• Working with and utilising the network of providers to maximise sales.
• Analysing data to drive business improvement and identify sales opportunities.
• Working with the marketing team to support marketing campaigns.
• Recruiting and onboarding new providers.
• Providing effective team management and support.
• Conducting performance reviews for your team.
• Meeting team and individual targets set out by the business.
• Ensuring ISO accreditation and GDPR are maintained.

Essential skills and experience:

• Experience in customer metrics and implementing process improvements.
• An understanding of the requirements of ISO, quality assurance and GDPR.
• Experience in managing stakeholders.
• Negotiation skills.
• The ability to manage a hybrid team.
• Experience in account management.
• Experience in budget management.
• A driving licence and access to transport is essential.
• The ability to travel occasionally.