Back to search
Cloud 9 is working exclusively with our client who are looking to appoint a dedicated Head of Customer Service to drive a high-performing Customer Service Team. Based in West Yorkshire you will play a pivotal leadership role as the central liaison between departments delivering exceptional customer service and directly contributing to the overall profitability of the business. This is an exciting and varied role within a progressive organisation that offers full training and development. Please see below for more details:
Key Responsibilities:Lead, inspire, coach and develop the Customer Service Team through regular 1:1s, performance reviews, and annual appraisals.Onboard new team members, creating detailed induction plans and ensuring successful probation completion.Identify training needs and implement development plans.Collaborate with the General Manager to promote a customer-focused culture across all departments.Establish and oversee internal sales targets and bonus schemes, tracking performance during reviews.Champion the company’s Mission, Vision, and Values in all activities.Drive and support strategic projects assigned by the General Manager and Managing Partners.Identify and develop marketing opportunities within the Internal Sales team to support business growth.Collaborate with Area Sales Managers to strengthen customer relationships, focusing on upselling and improving margins.Generate departmental performance reports and enhance cross-functional efficiencies.Represent the Customer Service function in cross-functional meetings, advocating for customer-led improvements.Ensure the department evolves in line with business needs, including new product launches and associated training.Conduct monthly audits on internal sales processes, implementing continuous improvements.Support complaint resolution in partnership with the Quality & Compliance Manager, ensuring accurate credit processing.Reconcile monthly credit activity and report to the Managing Partners and Quality department.Maintain adherence to company policies, ISO standards, and procedures, identifying areas for improvement and providing necessary training.Skills and ExperienceProven experience in a Customer Service Management role, ideally within a fast-paced B2B or distribution environment.Strong working knowledge of LRQA ISO 9001:2015 Quality Management Systems.Solid understanding of business processes, KPIs, and performance management.Experience managing and monitoring against Service Level Agreements (SLAs).Demonstrated ability to identify and implement continuous improvement initiatives.Excellent verbal and written communication skills.Strong organisational and time management skills.Proven leadership and team development skills.Resilient and professional in handling challenging situations.Fully computer literate with strong working knowledge of Microsoft 365 and CRM systems.Educated to degree level, ideally with a qualification in business, management, or a related discipline.High level of commercial awareness and sound decision-making skills.Collaborative mindset, able to work cross-functionally with departments.Experience managing multi-channel customer service.Familiarity with customer satisfaction metrics and how to improve them.Understanding of supply chain or order fulfilment processes.Any industry-specific knowledge or systems would be advantageous.Remuneration
You will receive a highly competitive salary circa £45k-£55k (DOE), 25 Holidays plus bank holidays, Company Pension scheme, Health Care, DIS & Childcare Vouchers.
Application Process:
Application closing date is 13th May 2025.
1st interview with client will be a TEAMS w/c 19th May 2025, selection from these and 2nd interviews will be on clients site w/c 27th May 2025.
CLOUD 9 IS ACTING AS THE RETAINED RECRUITMENT AGENCY
