The UK Negotiator

About The UK Negotiator

Head of Customer Services available from an internal promotion Walking distance of Southampton central train station About my client: My client is a fast growing, well recognised and award winning solid and successful established brand in the UK who are making positive impact within their sector. Their business message is simple - Deliver excellent customer engagement whilst offering excellent value for money to the consumer. Over the last 3 years they have grown rapidly with more year on year growth planned. The staff are amazing, the management are amazing, the opportunities are amazing. They really are the nicest bunch of caring, supportive people you could ever have the pleasure to work for. This really is that good, here’s what current staff say ! "When I first heard about the company and the role, I was a bit dubious as it all sounded far too good to be true. Since starting, I have seen first-hand that it is even better than was sold to me - so much room for progression, such a happy atmosphere where everyone is encouraged to shared ideas, work together and be involved with the future success of the business. What a great thing to be a part of!" About the role of Head of Customer Service As the Head of Customer Service, you’ll be reporting into the Director of Service & Culture and today, you will lead a team of 60+ FTE in the delivery of all customer-facing services to both our existing and future customers. You will be responsible for our customer satisfaction scores and our service delivery – ensuring that it is compliant with industry regulations and adhered to within the Customer Service team. Responsibilities You’ll need to be passionate about our business to ensure that we deliver on customer promises in a rapidly growing and changing environment. You’ll need to drive and improve customer service delivery to our current and future customers through people leadership, processes and systems. You’ll be responsible for promoting a customer-centric culture throughout the organisation, developing and implementing a “sales through service” culture. Leading the strategic direction of the team in the customer arena. You need to spearhead the development and deployment of a ‘best in class’ customer service plan. Drive process improvements and adoption whilst motivating others to meet the challenges of a customer demanding environment. Management of our customer complaints ensuring timely resolutions and sharing of any root cause analysis. Relevant reporting on current levels of customer performance. Managing the networks responsibilities associated with vulnerable customers and the way our works impact them. Understanding customer contracts and ensuring performance meets industry obligations. Represent the department and the business at external customer/industry meetings. Developing customer service procedures, policies and standards for the business. Lead all customer on-boarding and ensure that we provide an excellent customer experience, ensuring the smooth on-boarding of a customer and their supply points. Ensure performance management and ownership of the day to day tasks and processes within the Customer Service and Customer Care teams. Working closely with the Operational team to ensure the industry file process, ensuring timely registration, sending of flows and exception management. Ensure that the Customer is at the forefront of all customer service processes and that any impact would be positive. Manage continuous improvement of existing customer processes. Take ownership of building new customer processes to ensure a high quality and efficient process framework exists. Leading the Customer Service Manager and Customer Care Manager and providing direction for the overall Customer Services team. Setting the customer experience goals assigned to all staff as part of their annual performance assessment. Gain deep relationships with all key stakeholders of the business and provide guidance to meet customer experience and operational goals. Conduct regular performance review meetings, ongoing coaching, development and mentoring. Coaching all staff to deliver the highest standard of customer experience. Essential Experience Experience leading a team in a start-up or non-corporate environment. Experience and knowledge of contact centre software: CRM systems such as Zendesk, Jira, Freshdesk. Proficient in Office applications, notably Outlook, Word, Excel and PowerPoint. Experience of working in a high-paced complaint handling environment. Experience of budget management and reporting KPIs. Experience of project management and implementation. Experience of capacity and resource planning and forecasting. Experience of people management over a large team, both strategically and operationally. Experienced in leading a Customer Experience team with a proven track record of customer satisfaction successes Educated to degree level or equivalent. 5 + years management experience of people leadership in a contact centre environment with a minimum 50 FTE. Attributes A true innovator - able to think outside the box and challenge the status quo. Highly self-motivated individual – you’re passionate about what you do. A natural communicator – you’re comfortable communicating across all levels. Empathetic and humble – you ‘do as I do’ not ‘do as I say’. Strong organisational and time management skills – you’re straightforward and pro-active. Strong analytical skills – you have an eye for the detail. Motivational – you’re capable of bringing out the best in individuals and teams. Accountable – you say what you mean and do what you say. Whats on offer 37.5 hours per week Pension contribution plan Share Scheme 25 day’s holiday plus bank holidays A fantastic and fun office environment in the centre of Southampton Benefits: Bonus scheme Casual dress Profit sharing/share options Company pension Job Type: Full-time Salary: £65,000.00 to £75,000.00 /year Education: Bachelor's (Preferred)

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