Job Description

Join Us and Lead Our Customer Experience Transformation

Due to sustained growth and ambitious plans for the future, we are seeking an exceptional Customer Service Manager to lead and transform our service delivery and aftersales care. This newly created senior leadership role will oversee our customer service operation setting new standards in customer satisfaction, team performance, and operational efficiency..

The Role

As our Head of Customer Service, you will:

Lead and Inspire:

Manage and develop a growing team of over 20 professionals across inbound sales, after sales and call handlers.

Transform Service Delivery:

Drive the evolution of our contact centre operations, including the smooth rollout of our new customer service centre, improving the phone system, modernising customer interactions, and embedding industry-leading service practices.

Deliver Excellence

: Oversee complex and sensitive customer service cases, ensuring prompt, empathetic, and effective resolution while safeguarding our brand reputation.

Create a Data-Driven Culture

: Analyse key performance metrics (SLAs, call handling times, dropped calls, resolution rates) to continuously improve service quality and efficiency and CSAT scores.

Develop Strategic Initiatives

: Implement forward-thinking strategies to enhance customer satisfaction, streamline operations, and strengthen team engagement.

Build & Grow Talent:

Drive recruitment, onboarding, training, and performance management to develop a highly skilled and motivated workforce.

Empower and Upskill Teams:

Foster a positive, collaborative team environment, designing and delivering training to boost capability in customer interaction and problem-solving.

Senior Escalation Point:

Act as a senior point of escalation for complex cases, liaising with internal teams and key stakeholders to drive customer loyalty and trust. Resolve high-level customer issues and collaborate with stakeholders to create tailored solutions.

The Person

You are a customer-obsessed leader with a proven track record of transforming customer service operations. You thrive on turning complex challenges into opportunities and excel in fast-paced, high-pressure environments.

Leadership Expertise:

Proven experience leading multi-layered teams in a senior customer service or contact centre management role.

Strategic Mindset:

Skilled in developing and implementing SLAs, KPIs, and workforce plans to boost service quality.

Change Agent:

Experience in managing operational transformations, from technology rollouts to process overhauls.

Customer-Centric:

A strong belief in creating exceptional customer journeys, underpinned by data and feedback.

Financially Astute:

Experience managing budgets, resource allocation, and cost optimisation.

Communication:

Exceptional communication and interpersonal skills - both written and verbal.

Tech-Savvy:

Familiarity with call centre systems, workforce management tools, and quality assurance processes. Experience of Freshdesk an advantage.

Data Driven

: Strong analytical and problem-solving skills with the ability to interpret complex data and act decisively.

Experience

: Previous work history in eCommerce, Amazon Seller Central, Admiral or high-volume customer service environments would be advantageous.

What Success Looks Like

Consistent achievement of >95% resolution rates. 90%+ customer satisfaction maintained and improved quarter-on-quarter. A culture of proactive problem-solving, team engagement, and service innovation. Reduction in dropped calls and response times, aligning with ambitious SLA targets.

What We Offer

A unique opportunity to build a best-in-class service operation during a pivotal growth phase. A collaborative, forward-thinking culture where your ideas drive real impact. Competitive salary package and benefits. The chance to create a team that will be committed to creating exceptional customer experiences.

Apply Now

If you're passionate about building high-performing teams and shaping the future of customer experience, we'd love to hear from you. Join us in Treorchy and lead the charge in delivering service excellence.

Job Types: Full-time, Permanent

Pay: 40,000.00-50,000.00 per year

Benefits:

Casual dress Company pension Employee discount Free parking On-site parking
Schedule:

Monday to Friday
Work Location: In person

Reference ID: HR Manager Treorchy