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Head of Customer Service

Ref: 627882

Leicestershire

£92,000

  • Permanent
  • Transformational Leadership
  • Operational Excellence
  • Digital Customer Engagement

About the candidate

This seasoned Head of Customer Service boasts over 25 years of experience focusing on transforming customer service operations within sectors such as logistics, eCommerce, FMCG, and manufacturing. With a proven record in leadership and operational restructuring, they are adept at turning potential into performance across various robust platforms. To date, this candidate has effectively driven notable improvements such as £1M in cost savings, a 30% reduction in inbound contact, and elevating customer experience metrics to new heights.

Previously serving in strategic roles, they have been instrumental in implementing customer service strategies that align perfectly with business growth, ensuring scalability and efficiency at each stage. They bring expertise in handling high-value accounts and partnerships, leading large teams, and managing sizeable budgets which highlights their capability to thrive in high-stakes environments.

What makes them great?

  • Delivered £1M in cost savings and reduced inbound contact by 30% through strategic management of customer service functions.
  • Demonstrated leadership with a positive impact on team engagement, enhancing employee engagement levels from 38% to 81%.
  • Experienced in customer experience transformation, creating pathways that enhance customer satisfaction and loyalty.

Areas of expertise

  • Leading and managing large, multi-site customer service teams across various sectors, ensuring operational efficiency and excellent standards.
  • Developing and executing customer service strategies that align with overarching business goals, driving significant cost savings and operational enhancements.
  • Expertise in digital transformations within customer service, significantly reducing contact rates through technological integrations and innovative service solutions.