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 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