Customer Service Director Job at Arrive

Job Description

The Customer Service Director will be responsible for the overall operational management of all German, Italian and Iberian Customer Service activities within their nominated area of responsibility. This currently includes the following regions: Transport customers and operators; Parking customers and operators; Any other customer nominated by the business. In addition, this position will provide cover for the other Customer Service Directors during periods of absence, providing leadership and direction to the other Flowbird Customer Service regions.

Job Responsibility

To deliver exemplary customer service, both individually and through the Customer Service team, including maintaining customer relationships and ensuring existing customers are keen to repeat business with us
Senior management of all Client Service Level Agreements. Providing the second escalation point for customers, including resolving queries escalated by the regional Service Managers and attending face-to-face meetings with clients
Identifying opportunities for continuous service improvements
To lead, develop and manage the Customer Service team, using appropriate accountable performance measures, training & development and team motivation
Support and advise other departmental managers as required. Contributing to effective interdepartmental communications and actively seeking to improve the quality of both products and services
To represent our business positively, take opportunities to build on our reputation within the DACH transport and parking market
Ensure that the Customer Service team are prepared and able to meet the future aspirations of the Arrive Business Units
Support the pre-sales teams in identifying and costing new business opportunities, utilising the established Customer Service team or identifying suitable service agents in new business markets
Seek to increase revenue, generate new opportunities, or extend existing arrangements
Be responsible for and accountable for the DACH Customer Service Profit and Loss accounts and for optimising the DACH BU service revenue intake and margins
Lead all Customer Service tendering activity with the DACH BU
Prepare and review commercial contract schedules in conjunction with the commercial team
Ensure all service invoices are paid on time and in full, in accordance with the agreed payment terms
Work with the Global Customer Support Director and other Senior Customer Service Managers to create a culture and processes that achieve the business goals and objectives for customer service
Provide direction and guidance to the Customer Service department on all Health & Safety issues. Work with the HSEQ Advisor to ensure that appropriate auditing of all applicable processes and procedures is undertaken and recorded

Requirements

A track record of delivering outstanding customer service at a senior management level
Extensive experience managing operational customer service teams
Proven management of contract SLAs at a senior management level
In-depth SME knowledge of customer service delivery within the sector
The ability to lead, motivate and manage high-performing Customer Service teams
Excellent written and verbal communication skills
Financial aptitude and an understanding of budgets and contract costs
A good level of core IT skills, specifically Microsoft Office and Google applications, including Word, Excel, PowerPoint and Visio
Highly developed time-management skills, including working to deadlines and a commitment to delivering on time and to the satisfaction of internal and external customers
Proven interpersonal skills and emotional intelligence
Ability to manage internal working relationships and to conduct client meetings, potentially complex and/or contentious, professionally
Ability to work within a demand-led environment, demonstrating tenacity, self-motivation, adaptability and problem-solving skills
A positive attitude and a ‘can-do’ approach to challenges

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Customer Service Director

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