Job Ref: 215641971

Date: 2022-01-24 17:01:10

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Head of Customer Services

Permanent

Milton Keynes / Hybrid working

£62,000 – £67,000

We are recruiting for a Head of Customer Services to join an ever growing and market leading company within the Utilities sector. This role is based in Milton Keynes, however there is an opportunity to work from home a few days each week

The main purpose of this role is to deliver great customer service to all customers, be that on the telephone, via email or live chat to ensure that best outcomes are delivered.

As Head of Customer Services, your role will be to inspirationally drive, lead, direct, support and motivate a high performing Customer Services function.

Job Responsibilities:

* Leadership, motivation and development of a team of team leaders and their teams

* Responsible for operating business processes effectively and efficiently to deliver high-quality and high-performance services to customers

* Working with other teams to create and execute a cohesive, efficient, and customer-focussed delivery model

* Monitoring & reporting of performance

* Development and implementation of action plans to address performance and quality issues

* Identification and management of delivery issues and risks, using Operational Support expertise as required

* Working with Customers where appropriate to understand and address their needs

* To work closely with the Operational Support function to drive improvements and change into the area of operational delivery

* Budgetary responsibility for the department.

* Provide monthly insight into complaints received and lead on Root cause analysis workshops with key stakeholders to drive process changes to address issues.

* Support the implementation of change through ensuring new processes are documented and that where necessary the operating model is changed to reflect the changes.

* Implement measures to ensure that customers’ demands are understood and that we can measure the service we are providing so that we can drive improvements.

Skills & experience required:

* Good level of written and spoken English

* UK Utilities knowledge preferable but not essential

* 5+ years management experience

* Minimum of 10 years’ work experience within service industries

* Sound commercial awareness

* Good knowledge of process management and improvement activities

* 3rd Party Relationship Management experience

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