Head Of Customer Service

Consumer Additions
Fleet Street, UK
Closing date
19 Sep 2020

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Technology & New Media
Contract Type
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Head of Customer Service - £45,000 - £55,000

Consumer Additions are currently recruiting for a premium consumer goods business who are looking to hire a Head of Customer Service for their ambitious team based in London.

The role will be looking after a small team of highly driven executives across two different streams of the business. The role will suit a candidate who is looking to develop their career within a successful business.


  • Take leadership role in the strategic direction of two teams across the business and creating a strong customer experience plan.
  • Work closely with other key stakeholders within the business to ensure efficiency
  • Drive end-to-end improvements and efficiencies
  • Use experience to lead customer service desk
  • Create and review KPIs that allow the business to monitor the experience of customers, and focus on any area of the business that is underperforming in this area
  • Implement SLAs and manage the team according to this
  • Team management, including training, management and mentoring
  • Monitor and analyse customer service performance to ensure contact quality and satisfaction
  • Management of in-bound queries
  • Monitor query volume, type and resolution, and highlight any areas of opportunity

Experience required

  • Experience working as a Head of (or) Customer Service Manager
  • Previous experience of implementing new plans that develop and improve customer service
  • Experience of leading a team
  • Adopting clear plans for the team which helps their development
  • Performance analysis, KPI measurement and reporting results
  • Ability to work across two different areas of the business
  • Strong level of attention to detail
  • Experience in the luxury/premium retail sector an advantage
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