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Location

Guildford, Surrey | United Kingdom

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Job description

Customer Service Director

Guildford- Free Parking

Competitive Salary (DOE) - Plus Hybrid Working

Monday Friday

Overview:

Our client who is has rapidly grown over the last 5 years is actively looking for an experienced Customer Service Director to help improve and grow their already successful Customer Service Team.

As the Customer Services Director you will be providing direction, support and coaching members of the Customer Service Team. You will be reviewing the current processes and adapting these to increase efficiency and reducing costs, whilst ensuring that the experience for the staff and the customer is improved.

Responsibilities:

• Manage reviews and performance monitoring for all customer service staff.


• Maintain a high level of customer engagement and satisfaction.


• Determining the team's performance standards


• Implement and Manage Key Performance Indicators (KPIs).


• Report back to senior directors on team performance.


• Review and implement new IT and/or AI based systems as required.


• Interview and hire new staff as and when required.


• Being final point of contact for unresolved customer complaints.

Experience/ Skills Required:

• Extensive experience in customer service management and leadership.


• An understanding of processes and how to optimise and improve them.


• Experience in integrating new technologies like AI into customer service.


• Ability to lead and support the customer service team


• An understanding of how great customer reviews can help to grow a brand.

If this is for you then you should apply today! If you know someone else who may be suitable, please pass on their details or ask them to apply!

Click on the apply button or call me, Annie Hollidge for more information on the role on [email protected]

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Job tags

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Salary