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Job Title |
Head of Customer Services |
Reports to |
Insert as applicable e.g. Business owners
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Department/ Section |
Customer Services |
Location
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Head office in Braintree or such other location that may be required of the job role Website details can be inserted here |
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Job Ref & about the organisation |
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Social Media info etc |
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Core Objectives |
Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation
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Main Tasks/duties and responsibilities
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Responsibility to staff and direct the team :
– overall responsibility for the development, performance and maintenance of the customer service activities of the organisation – meet your targets and those of the team as a whole – efficient running of the team – contribute to training and development of the team – achieve maximum profitability and growth in accordance with organisation plans
Day to day responsibilities for the team as agreed with Line Manager to include: – direct and manage all the customer service activities – direct, manage and monitor the overall performance of the customer services team – effective liaison, support and assistance between customer services department and rest of organisation – maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities – utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements – development of plans for customer services activities to include customer management to achieve satisfaction targets – support to all other departments with customer service and related issues – subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met – reporting (content and format as agreed) on a monthly basis or as otherwise required – developing plans for team activities to include strategy to achieve agreed targets – delegate authority and responsibility to team with supervision, accountability and review – manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information – set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character – maintain accurate customer service records – control expenses to meet budgetary controls – adhere to all organisation policies and procedures – interact and co-operate with all members of the organisation, its suppliers and clients/customers
From time to time you may be expected to be part of special projects as are reasonably required of your job role even where these fall outside of your own department/team. You are responsible for your allocated workload and must meet all targets as agreed with your Line Manager. You must contribute towards the smooth running of the organisation generally. |
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Hours |
Your usual hours will be from 9am to 5pm. However you will be expected to work as and when is necessary to meet the needs of the team and your targets. Your job will be a mixture of travel and office based. |
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Secondary Tasks/duties
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The role is part of the whole organisation team and as such requires you to perform such reasonable tasks that are required, as and when necessary, to maintain, promote, develop and expand the business of our organisation and its interests generally.
You must carry out your duties to the best of your ability, having consideration for the needs of your colleagues, and the organisation and its clients/customers. You must obey all lawful and reasonable orders given to you and comply with the organisation’s rules, procedures and policies |
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Management / supervisory responsibilities
People or equipment
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People who report to you
You have responsibility for all of the team members who will all report directly to you
Equipment You are responsible for the equipment provided to you for use in your job role and to your team. This means you must ensure that equipment is used in accordance with training provided, the organisation’s policies and procedures and the law and using, where applicable any safety equipment or Personal Protective Equipment provided. You are responsible for ensuring that the equipment used by the team is maintained and can be used/operated at all times. |
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Essential Abilities/ Competencies of this job role |
You need
– qualifications sufficient to perform the job role – insert as applicable – experience in this type of job role – insert as applicable e.g. minimum 5 years – senior level experience of customer services governance – thorough understanding of customer services management obligations (including statutory obligations), requirements and dynamics – to be able to use computer software – insert as applicable – ability in customer services management and control – leadership with ability to motivate and manage a team – project management skills – ability to work under pressure – full driving licence insert anything else required
You need to have and maintain (with regular training and updates as necessary) the knowledge, technical skills and qualifications that are necessary to perform your job role to comply with the requirements of the organisation and any applicable rules, regulations (particularly of any professional body) and with any law which applies to your job role.
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Special working Conditions |
You may be expected to work in accordance with the organisation’s overtime policies
Insert following if applicable – The nature of your role will require you to travel within the area that your team covers. However, from time to time you may be expected to travel outside that area as the job role requires
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| Salary level | C – £75,000 |
| Benefits | insert details of any benefits |
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Approved by Name |
John Smith |
Job Role |
Insert as applicable |
Date approved |
Insert as applicable |
