A highly successful global business based in Central London are looking for an experienced Head of Customer Service to join them on an initial 8 month fixed term contract.
Please note- this is an initial 8 month FTC with possible extension.
As the Head of Customer Services for EMEA you will manage two teams across London and Amsterdam. You will have a team of 16 direct reports and will have sole responsible for ensuring these two regional business units are aligned. You will be responsible for setting and driving the strategy as well as ensuring exceptional customer service is delivered across all areas. The core focus of the role will be to ensure the customers’ needs and expectations are exceeded through meticulous planning and attention to detail. You will own the specification, communication and delivery of all services to customers whilst improving the speed, quality and overall efficiency.
To be suitable you must be an exceptional motivational leader, highly organised, decisive and have experience delivering customer service and customer experience to a very high standard.
Key responsibilities will include:
Engage and work collaboratively with customers to ensure the appropriate level of service is delivered
Accountable for the delivery of key customer SLA measures
Lead the resolution and analysis of customer queries and complaints
Drive initiatives to help measure customer satisfaction
Build strong working relationships with internal teams to align customer success
Project management of comms across internal teams
To be suitable for this role you must have a proven background in leading large teams to deliver high volume, quality customer service. You will service centric, and advocate of exceptional customer service and a high achieving leader.
This is a fantastic opportunity to join an established, high performance team where you will be able to add real value. The client is open to a degree of flexible working.