Running a large client services team is a delicate balance. Between bringing in the right people, providing training to provide a top client experience and also maximising revenue, you're a spinner of many plates!
Something that makes running a successful Client Services team a lot easier is an existing great product and service. With an NPS score of 79 and a TrustPilot rating of 4.7, the business has demonstrated that they fulfil a real need and first-time clients become repeat clients on a regular basis.
So why do they need you? The business has grown to a point where the Client Services team has gradually gotten bigger with further plans to expand. Currently, this role is being managed by the senior leadership team who are becoming a little too stretched and they would like a specialist to come in and head up this business unit.
It's a business where a lot of sales come through the website or over the phone. Client enquiries come in the form of web-chat, phone calls and email, predominantly. Experience in an E-Commerce environment or exposure to various channels of customer service is a need-to-have.
Leading a team of c.30, you'll recruit, train and measure success in the form of client satisfaction and of course, revenue & profit. A key objective with this department is to raise bar for commercial skills in the team, spotting opportunities for up-sell and cross-sell where appropriate. In return for your skills and application, you'll receive an excellent package and the opportunity to shape your department which is growing fast.
The absolute must-haves for this role are:
- Large Client Services/Customer Experience team leadership experience (more than 10 team members).
- Experience in a multi-channel service environment (phone, web-chat, email etc.).
- Demonstrable success in working to commercial objectives.
If this Head of Client Service role is of interest and you have the experience required, please apply now! Based in the South Yorkshire area, there will be a requirement to be office-based for most of the week, longer-term.
