The Head of Customer Service is responsible for identifying and developing all culture, process, and performance improvements and efficiencies for the customer and for leading / developing a team who typically delivers customer interactions across multiple channels (Front and Back office.
Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.)
Some of the responsibilities and duties will include :
Strategically lead and develop a team to enhance performance by setting clear accountable performance measures
Create a culture and processes which achieve the business goals and objectives with regard to their customer service;
Improve NPS (Net Promoter Score) CSAT (Customer Satisfaction), or other Customer Metric.
Empower and Engage the Customer Service Team
Enhance the First Call Resolution
Identify new tools and technologies to serve the customer better
Drive better sales through service
Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board / Senior Stakeholder Peers.
Act as the Voice of the Customer across the organization.
Identifying and providing feedback through 1 : 1s, effective use of personal development plans, and provision of coaching & development opportunities.
Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
Continually develop improvements and embed successful change projects.
Drive quality and consistency