Head, Customer Service at Human Capacity Development Consultants (HCDC)

JOB DESCRIPTION

Objective:
Ensure the needs of the customers are not only met but exceeded with the aim of providing excellent customer service, through the management, coaching and development of the teams, ensuring the building on existing values and delivering the customer commitments. Provide leadership, direction and real time management to the customer contact operation in order to deliver service excellence, contractual service level agreements and operational metrics.

Responsibilities:

• Develop an approach to customer service that reflects the values and exceptional standards of the company
• Lead and manage a team of customer service staff through the coaching and development of the manager and team leaders, ensuring that clear KPI`s are developed managed and delivered
• Analysing call statistics or other data to determine the level of customer service the company is providing to ensure excellent customer service in line with company values and customer commitments
• Reviewing business processes to ensure productivity is the best it can be
• Reviewing and developing customer service procedures, policies and standards for the organisation and ensuring smooth and timely implementation.
• Writing reports analysing customer service trends and monitoring performance
• Managing customer complaints in line with the company complaints procedure and developing an inspiring feedback process
• Building and developing relationships with customers and understanding their business needs
• Playing a key role within the senior management team with the ability to discuss improvements for the area and best methods of implementation
• Being involved in staff recruitment when necessary
• Performing 1:1`s with key members of your team
• Training staff to deliver a high standard of customer service
• Learning about the organisation's products and services and keeping up to date with changes in the market
• Managing key supplier relationships and ensuring value for money
• Managing departmental budget
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

General Qualifications:

• Bachelor’s degree in business or a related field or 2-4 years of experience in retail business
• Driven and motivated
• Excellent leadership skills and the ability to motivate a junior team
• Self-motivated, with the ability to work both individually and as part of a team
• Passion for delivering top quality service
• Excellent customer service
• Effective time management
• A warm yet confident telephone manner
• Target driven with the passion to drive a team to achieve great results
• Business development skills
• Flexibility and confidence to step out of the usual comfort zone
• A real team player