The Head of Customer Services must ensure that the organisation listens to what customers want and ensure that the company responds in the most effective and relevant and personal way.
The Head of Customer Services must lead the regional transition in customer service and navigate the challenges that will be faced internally and externally over this time.
Increase NPS year on year. Increase promotors and decrease detractors
Champion the customer throughout the regional business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement
Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes
Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them
Manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle.
Ensure that the Computer systems in place (e.g.SBMS) are being used to the required standards and identify and promote any areas of efficiency.
Troubleshooting. As problem areas for customer service are identified you must engage the Group CS Director to agree priorities and then engage your customer services team to address these areas and make the planned changes quickly and effectively
Financial analysis. Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. Report your expenditure as required.
Planning. Work with the Group CS Director to drive continual improvement in people, technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience.
Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Human Resources on all employment issues.
Training. Ensure continual upskilling in customer services through evaluation, development and training of staff
Day to day management. Manage your customer services team to deliver what customers need and to continually improve your customer service team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement
Responsible for the public sector division within Blayze Group, Lauren specialises in placing high calibre candidates across a variety of Public Sector organisations. She also delivers a diverse range of other services on a consultancy basis including market intelligence & insight, role profile development, psychometric assessment, market benchmarking and the provision of interim consultants.