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head of customer service

  • Customer Service
  • Guildford
  • £40000 - £50000 per annum
  • Permanent
  • Full Time
  • 509767-
  • 29 Jun 2018
  1. Jobs in Surrey from Badenoch and Clark
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Head of Customer Service
This is a key management role, responsible for delivering great service to our growing base of customers. This involves leading and motivating service operations team and managing customer interactions.
*Through continuous communication ensure all Service Operations staff understand the business purpose and business objectives and their key role in achieving them
*Be an ambassador for the company values within the Service Operations team ensuring that they are understood and implemented in day-to-day operations
*To ensure Service Operations Team is acting in accordance with company policies and procedures
*To ensure Service Operations Team is acting in accordance with relevant legislation, rules and regulations, as advised by the security and compliance
*To lead sustainable change e.g. new ways of working, involving stakeholders at all levels as appropriate
*Input to and implement the customer experience strategy as it relates to customer service

Great Service
*To ensure a consistently high level of service is given to all customers
*To ensure customers are treated fairly
*To innovate and differentiate our service from our competitors
*Ensure best-in-class customer interaction handling including closing the loop with customers and effective root-cause analysis ensuring lessons are learnt for the business.

*Develop a culture consistent with our values where Service Operations Team are motivated to contribute and learn
*To oversee people matters for customer service

*Ensure the smooth operation of a flexible, robust and resilient customer service function
*To drive continuous improvement
*Manage and improve the online and offline customer journeys which relate to customer service

*Minimum of 5 years experience managing a customer service team
*Technical Knowledge - Familiar with contact centre technologies including telephony, work flow, service desk etc.

Required skills
*Contact Centre
*Customer Journeys
*Service Operation
*Workforce Management
*Financial Services experience desirable but not mandatory
The is an opportunity to grow your role with the business in a high growth Fin-tech business. If you are looking for the next step in your career apply now.

Badenoch and Clark acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Badenoch and Clark UK is an Equal Opportunities Employer.

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