Head of Customer Services, West Sussex Salary on Application

This West Sussex based organisation is a member of the Institute of Customer Services and this role is to lead a department of people ensuring achievement of all service standards and targets as well as being an integral part in the delivery of an outstanding customer experience.

Key Responsibilities:

The Head of Customer Services involves taking control of training and motivating the team to maximise the level of service and monitor levels of accuracy in order processing. Create a high performance culture, maximise departmental KPI's against budget, analyse performance and make recommendations for improvement and drive changes. Work proactively with other departments on operational issues, represent the department in both onsite and external meetings and be accountable for meeting targets.

Person Spec:

Proven experience of successfully managing and motivating a customer services team of 15+ staff who process transactions and orders

Operational experience in a target driven customer services environment

Working knowledge of resource planning and service delivery targets

Proven track record of building and sustaining long-standing client relationships

Ability to forecast and prioritise workflow accurately

Hands-on management approach

Skills:

People manager with a team of transactional staff

Account manager with clients

Strong working knowledge of Word & Excel

Mentoring, motivating, training & coaching

Change management

Influencing and negotiation

Understanding of warehouse operations

This role will have a 3 month handover period. Benefits include: 23 days holiday, Healthcare, 35 hour week, Bonus paid on company performance and generous pension contribution and life assurance.

Please call Claire Rogers on[please apply by clicking on the blue button on this web page] or email your CV to [please apply by clicking on the blue button on this web page]

Search Consultancy is acting as an employment agency on this requirement.