Head of Customer Services - Manchester, United Kingdom - British Engineering Services Group

British Engineering Services Group

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are an independent Engineering Testing, Inspection, and Certification business with over 1,300 highly skilled people supporting us in our vision to create and deliver trusted sustainable customer solutions.

We have over 160 years' experience and are proud to have evolved into the successful group that we are today, with 10 companies coming together to form the BES Group.

Year on year we invest in our people, systems and infrastructure and will continue to do so for generations to come.

We are currently recruiting for a Head of Customer Services to drive and deliver on our core culture - customer obsession.

Based from our Manchester office, you will be responsible for the teams that deliver our service proposition to our customers.

You will engage, motivate, develop and manage around 75 people so you must be a passionate leader, possessing unquestionable leadership skills.

You will report to our Operations Director, working closely with him and other leaders from across the group to ensure all of our business goals are achieved.

Whilst the role is based in our Manchester Office you do have the opportunity to visit our customers and wider group offices occasionally.

Lastly, you will be responsible for the delivery of outstanding customer service through a culture of development and empowerment, welcoming change, demonstrating action and benefits are delivered.

What will I be doing?

As our Head of Customer Services you will be responsible for the overall management of the customer service teams across various distribution channels.

Some of your responsibilities will include:

Ensuing the financial accuracy of all aspects of billing for services
Ensuring all invoices are raised, created and passed to customers within the contractual timelines agreed and working with finance to ensure cash conversions
Develop and implement best in class process management within the team and its engagement with customers and internal colleagues across operations, sales and accounts
Ensuring all customer contact is handled within defined SLA's
Driving high customer retention rates
Supporting business growth by working closely with customers and Sales and Transition colleagues
Ensure that customer obsession drives all business processes
Provide day to day leadership to ensure the team is managed, motivated, capable and operating with a customer centric mindset
Manage the performance and development of the team via agreed measures and annual objectives to ensure delivery against business targets and our customer service proposition
Ensure the accuracy and timeliness of relevant data capture and required business reporting
Identify and develop team talent for longterm careers within the organisation
Monitor and manage the team's work output against target and drive productivity of each individual and the team
Work with planning teams and wider team to identify and deliver efficiency savings to improve capacity and customer service
Support the broader leadership of the business e.g. via input to planning process, continuous improvement and project participation
Support and enact the control environment as required by the business e.g. Health and Safety Reporting and Action, Recruitment guidelines

What makes BES Group a great place to work?
We genuinely care. It's basic, human instinct that runs through every person that works at BES Group. Knowing we always do the best job we can with absolutely no compromise means everything

If you work for us, you will get the below and, so much more:

A competitive salary (depending on experience)
Up to 10% pension
25 days annual leave
Amazing offices in Warrington, Manchester city centre and various other locations across the UK
Discretionary annual company bonus and yearly salary review
A shiny new Surface Pro
Access to lots of discounts and benefits via our company benefits portal including; retail, fitness, holiday and cinema discounts
Option to buy extra holidays for special events
The support of a superb employee assistance programme

What experience do I need?
Our teams consists of the best people, we should know, we trained them

You will have:

Experience leading large (100+ people) customer facing teams
Ideally you will offer experience working within a Private Equity and/ or a group structured organisation
Experience working with budgets of c£4m
Experience driving a large portfolio of customers and related invoicing
Proven success developing team and process improvement
Experience in business planning and be a strategic thinker
You will celebrate change and be confident in welcoming others on a change journey
You will be ideas driven, open to trying new solutions, and capable in driving successful implementation
You will be confident and capable in contributing to and influence senior management decision making to maximise business value
You will be infatuated by data and comfortabl