This is a newly created role to develop a world class customer service model. The Customer Service Director (CSD) will lead the Engineering Services and Customer Experience departments.
You will be tasked with continuing to deliver a world-class customer service journey. As a highly experienced CSD you will champion a customer-centric culture which inspires all the team to exceed customer expectations.
Deliver a Customer Service strategy which focuses on creating a customer-centric culture.Make sure customer impacting issues, queries or improvements are delivered in a timely manner.Personally handle major customer escalations to resolution as necessary.Motivate, lead, coach, train and support the team to deliver exceptional customer service.Make succession plans so that colleagues are proactively readied for their next career opportunities.Champion a culture of recognising and rewarding the right colleague behaviours.Plan and implement appropriate resource levels (people, systems etc) to deliver the desired service standards, including for peaks of workload.Proactively manage, monitor and report on performance of the team and individuals. Ensure feedback results are used in regular coaching and performance improvement plans.Champion 'lessons learned' or similar sessions with relevant teams to deliver continuous improvement and to prevent recurrence of any customer or colleague impacting issues.Produce customer and other reports as necessary.
Bachelors degree or substantial equivalent experienceSubstantial experience in managing customer-facing technical teamsSubstantial experience of leading a service deskExperience of managing remote teamsExperience in service management and customer service reviewsExperience of working in an ITIL or ISO certificated environment