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Head of Customer Support - Nottingham, United Kingdom - Reed Business Support

Reed Business Support

Verified Company

Nottingham, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you looking for a new challenge in 2023?I am delighted to be recruiting for Head of Customer Support based in Nottingham.

Hours of work Monday - Friday 9 am - 5 pm 4.30 pm finish Fridays. Generous salary of £40/45K 33 days annual leave work place pension of 6 %

A Head of Customer Support you will lead and inspire the Customer Support Team ensuring that customer needs are identified and met with high standards of customer service.

To lead the Customer Support Team by example for team members by demonstrating high levels of commitment, customer service knowledge and work ethics

To drive continuous improvement in customer support, encouraging team performance and a culture of responsiveness to customer needs across the group and its subsidiary companies

You will be a member of and contribute to the Senior Management Team

The Role:
Responsible for a team of 17 across 2 sites

Lead the Customer Support Team, prioritising work streams and allocating resources to ensure that customer needs are met in a timely manner and that key performance indicators are met

Achieve annual customer satisfaction targets, working with the Relationship Management and other teams to identify and address instances of poor customer service

To log and manage feedback from customers and stakeholders and to take the lead on addressing customer complaints to reach a resolution within agreed timeframes

Work with the Compliance and Regulation team to ensure regulatory compliance and to develop and implement procedures to ensure that compliance is maintained

To develop and maintain positive collaborative relationships with internal teams and peers to ensure that all teams work in harmony to achieve high levels of customer service

Identify and implement approaches to continuously improve the customer experience, providing training and support to the Customer Support Team as required

Build capacity and provide support, advice and guidance to the Customer Support Team in relation to their personal and professional developmental needs and regulatory requirements.

To manage risk and evaluate systems, identifying and implementing operational improvements, where appropriate, on a continuous improvement basis

Provide statistical data and an interpretation of this to the Executive Leadership and Senior Management teams, identifying trends, achievements, and risks

Support operational and strategic planning through, for example, attending and making a positive contribution at Senior Management Team meetings.

To chair and attend appropriate meetings and training and disseminate information as necessary.

Regular travel to provide support to the Customer Service Team in Farnborough will be required. This may include overnight stays.

The post holder will be expected to adopt a flexible approach to support the efficient and effective running of the Company.

If this amazing role sounds of interest to you then don not delay **APPLY TODAY