Head of Customer Service

• Leading service delivery in a customer service environment ensuring efficient service delivery, setting a clear mission and deploy strategies focused towards that mission
• Driving continuous improvement in service delivery performance and operating standards
• Driving productivity, margin, cost control, service improvement and leveraging customer & competitor insights for strategic decision making
• Owning client service performance against SLAs
• Building strong leadership capability, succession and talent pipelines
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Take ownership of customers issues and follow problems through to resolution

• Demonstratable customer service management and leadership at a senior level preferably in a contact centre environment
• Strong commercial and financial acumen with experience of P&L
• Analytical mindset with strong financial acumen and data driven decision making skills
• Background within fire and security industry preferable but not essential
• Authentic, high energy, goal oriented with a passion for service excellence
• The ability to manage complexity, collaborate and drive results
• Strong client-facing and communication skills
• Ability to make sound decisions, timely, often under pressure
• Excellent knowledge of management methods and techniques
• Proficient in IT packages (Microsoft 365, Excel is essential)
• Working knowledge of customer service software, customer portal management systems, databases and tool
• Knowledge of planning and scheduling
• Experience in providing customer service support

Background within fire and security industry

• Discounted travel to work schemes - Tram2work and Robin Hood tram and bus scheme
• Great public transport location
• Employee recognition scheme
• Paid refer a friend bonus up to £1000
• Development and progression opportunities
• The chance to be part of a reputable company in the fire and security industry