Job Description

Are you both a hands-on and visionary leader passionate about creating exceptional customer experiences? Do you thrive on building high-performing teams and implementing innovative strategies to drive satisfaction and loyalty? If so, we want to hear from you!

We are one of the largest online catering resellers in the UK and we are now actively seeking a Customer Service Director to join our expanding team in Wales.

In this pivotal role, you'll be responsible for overseeing all aspects of our customer service operations. You'll lead, mentor, and inspire our dedicated support teams, ensuring they have the tools, training, and resources to deliver world-class service according to our set business model. This is an exciting opportunity to shape our customer experience strategy, drive continuous improvement, and contribute significantly to our continued success.

What You'll Do:

Develop and execute a comprehensive customer service strategy aligned with company goals and customer needs. Lead, coach, and develop a high-performing team of customer service professionals. Establish and monitor key performance indicators (KPIs) to track team performance and customer satisfaction. Identify and implement best practices, innovative technologies, and process improvements to enhance efficiency and effectiveness. Analyze customer feedback and data to identify trends, pain points, and opportunities for service enhancement. Collaborate cross-functionally with sales, product, and marketing teams to ensure a seamless customer journey. Manage budgets, resources, and vendor relationships related to customer service operations. Act as a brand ambassador, championing a customer-centric culture throughout the organization.

What You'll Bring:

Bachelor's degree in Business Administration, Marketing, or a related field (Master's preferred). 10+ years of progressive experience in customer service leadership, preferably within a B2B environment. Proven track record of building, developing, and motivating high-performing customer service teams. Strong understanding of customer service metrics, CRM systems, and best practices. Exceptional communication, interpersonal, and problem-solving skills. Demonstrated ability to drive strategic initiatives and foster a customer-centric culture. Experience with online customer support tools or methodologies. A passion for continuous improvement and a proactive approach to identifying and resolving challenges.

Why Join Us?

Be a part of a collaborative and innovative team that values your contributions. Opportunity to make a significant impact on our customer experience and business growth. Very competitive salary and benefits package for the right candidate.
If you're ready to lead a team that makes a real difference in the lives of our customers, we encourage you to apply! Submit your resume and cover letter detailing your relevant experience and why you're the ideal candidate for this role.

Job Type: Full-time

Pay: 45,000.00-55,000.00 per year

Additional pay:

Bonus scheme Performance bonus
Benefits:

Company pension Free parking Sick pay
Schedule:

Monday to Friday Overtime
Work authorisation:

United Kingdom (required)
Willingness to travel:

25% (required)
Work Location: In person