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Head of Customer Service

Salary: £35,000 - £40,000
Contract Length: Permanent

Job Description:

Do you know what a successful Customer Service department looks like? Are you a competent strategist, able to implement plans and processes? This might be the role for you!

 

The company

Our client is a forward-thinking eCommerce company, providing products to tens of thousands of customers each year. They are in a significant period of diversification and growth, and they need an accomplished Customer Service professional to build strategies and implement processes to ensure smooth and efficient running.

 

The role

The company have three customer service channels; email, telephone, and live chat. They have a growing customer service team, but what they lack is someone who can strategize, build and implement easily followable processes to enable the department to run with ease. You’ll be implementing and executing plans to improve the level of service provided, ensuring that the team is operating efficiently, and most importantly the customers are always happy.

 

Responsibilities include:

  • Advising on and implementing systems and processes
  • Setting targets, KPIs and SLAs to ensure quality service is being provided
  • Maintaining consistently high customer service ratings and feedback

 

The package

  • £35,000 - £40,000 salary
  • Join an exciting, high-growth, fast-paced environment
  • Join a team that’s consistently innovating
  • Opportunities to progress as the company grows – continue building the customer service team which has potential to grow to 50+ people!
  • Continued training to support your career development
  • Work alongside and learn from business leaders
  • Regular company events and socials

 

To be successful, you will…

…have strong experience in managing a customer service department

…understand the expectations of customers

…know how to set KPIs

…know how to set performance plans

…have experience in a high-volume inbound environment

…be a great communicator

…be excellent with organisation and planning

…be quick to action and execute

 

Apply!

If you’re looking for an exciting, challenging, and rewarding opportunity, apply now!

Location: Banbury, Oxfordshire