Head of Customer Services

Recruiter
JobLeads
Location
Warwick
Salary
Competitive
Posted
13 Sep 2018
Closes
20 Sep 2018
Contract Type
Permanent
We are currently recruiting for a Head of Customer Service to join our AGT (Aero-derivative Gas Turbine) business based in Warwick. * The Head of Customer Services key objectives are to; * Ensure that the Voice of the Customer is clearly heard and understood. * Ensure and support the closure of any immediately addressable customer issues. * Identify recurring issues and drive the business to launch improvement schemes to enhance customer experience. * Manage the process of customer satisfaction measurement and reporting, focussed on communication of performance, trends and recurring issues. * Inform all aspects of the organisation in relation to customer complaints, issues and improvements. Building our relationship with the Customer Base to ensure that we understand and prioritise the correct issues and how best together we can improve our customer care through communication and collaboration within the organisation to drive the issues to resolution. What are my accountabilities? * Chair the Improve Customer Experience (ICE) Council to ensure that direct customer data is being tracked, communicated and resolved. * Chair Working Together Meetings for product types to support transparency and communication on current issues * Accountable for the AGT CSM issues (complaints and survey issues) within Sales Force tool and co-ordinate to the correct queue and ensure clear responsibilities within AGT are understood and adhered to by supporting the Functional areas to reach resolution * Chair the PTM (Product Team Meeting); process to govern product specific tasks through to determination of and prioritisation in the appropriate solution route. * Extensive experience gained in the supervision or management of customer service department * Experience within a service related or technical/manufacturing industry strongly desired * Excellent written and verbal communication skills * Strong teambuilding and organizational skills * Goals oriented; able to complete improvement projects while keeping daily operations under control * Ability to handle multiple projects simultaneously * Extensive experience gained in the supervision or management of customer service department * Experience within a service related or technical/manufacturing industry strongly desired * Excellent written and verbal communication skills * Strong teambuilding and organizational skills * Goals oriented; able to complete improvement projects while keeping daily operations under control * Ability to handle multiple projects simultaneously *LI-MS