Head Of Customer Service

Title:Head of Customer Service

Location: Nottingham

Industry: FMCG

Salary: Up to £55,000 + benefits

Head of Customer Service Overview:  Forsyth Barnes have partnered with a leading FMCG business known for selling high quality products online. They are seeking a Head of Customer Service to manage and build their existing Customer Service team, make improvement and ultimately improve Customer Service metrics and scoring.

As the Head of Customer Service, you will be a pivotal force in shaping and executing a world-class service for valued customers. Your role is both strategic and operational, encompassing the identification, development, and delivery of exceptional customer experiences across multiple channels.

Head of Customer Service Responsibilities:

• Leadership: Develop and enhance a best-in-class aftercare service, ensuring continuous improvement in customer satisfaction.
• Take ownership and accountability for cultivating a customer-centric culture, streamlining processes, and boosting overall performance.
• Team Management: Lead a dynamic Customer Service team, fostering a motivating and collaborative work environment.
• Oversee customer interactions across diverse channels, including phone, email, social media, live chat, and in-person engagements.
• Efficiency and Improvement: Identify and implement culture, process, and performance improvements to elevate the customer experience.
• Drive operational efficiencies to ensure seamless and effortless customer interactions.

Head of Customer Service Requirements:

• Proven leadership skills with a focus on team development and motivation.
• Track record of accomplishments and target-driven successes in Customer Service.
• Extensive experience leading operational Customer Service teams.
• Experience in producing improvements in Customer Service metrics / scores.