Head of Customer Service
Michael Page Sheffield
About Our Client
Page Group are working in partnership with an Industry leading manufacturer, providing well known products within the B2B & B2C space. This role will focus on the direct ownership and improvement of the customer service function, leading teams across multiple global sites to deliver a seamless customer journey
Job Description- Overall leadership and management of multiple customer service teams across the UK, Europe and US to deliver excellent service during all interactions with B2B & B2C Customers
- Provide direct reports with regular support and guidance to grow and develop, ensuring they have all the tools and resources to be successful in their role
- Work closely with production and quality to share customer feedback on product quality, common faults and other issues, with a view to reduce reoccurring issues
- Manage customer contact channels including phone, email, chat etc to ensure resource if best utilised, driving customer self service usage where possible
- Manage relationships with 3rd party outsource suppliers internationally to ensure contractual service levels are maintained
- Drive continuous improvement programme across the business with a vision to improve customer satisfaction, NPS & CSAT scores, efficiency and reduce costs
- Ensure the smooth movement of customer goods / orders across the globe in line with regulatory and export requirements
- Provide clear reports to the board focused on customer activity, customer satisfaction and other key areas on a regular basis
- Leadership of Customer Service function
- Experience within a manufacturing / supply chain background - desirable
- Leadership of European or Global CS Teams - Desirable
- Strong customer focused approach
- Experience working with customer contact channels
- Export Knowledge - desirable
What's on Offer
The Head of Customer Service will join a leading international business within the Manufacturing & Consumer space
The role offers a salary of £60,000 - £65,000 plus great company benefits- 5 Hours per week - Monday to Friday - Sheffield based, on-site
This role will require occasional international travel
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