Head of Customer Service

Global Fire & Security; Nottingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading fire and security company in Nottingham is looking for a Head of Customer Service to drive operational performance and service excellence. The ideal candidate should have strong leadership and customer service management experience, preferably in a contact centre environment. Responsibilities include leading efficient service delivery, continuous improvement, and managing client service performance. This role offers competitive salary and opportunities for development in a reputable firm.

Benefits

Competitive salary

Discounted travel to work schemes

Employee recognition scheme

Development and progression opportunities

Qualifications

• Demonstrable customer service management experience, preferably in a contact centre.
• Strong commercial and financial acumen with P&L experience.
• Ability to drive results under pressure.

Responsibilities

• Lead service delivery ensuring efficient operations in a contact centre.
• Drive continuous improvement in service delivery performance.
• Manage client service performance against SLAs.
• Take ownership of customer issues and ensure resolution.

Skills

Customer service management

Leadership

Analytical skills

Client-facing communication

Financial acumen

Tools

Microsoft 365

Customer service software

Job description

Head of Customer Service

Global Fire and Security Systems

Full Time – £DOE

Head Office Based – Nottingham NG2 1AE

https://www.globalfireandsecurity.co.uk/

WELCOME TO GLOBAL

We provide solutions from standards, experience and technology, that create seamless interaction within the environments of our customers, to satisfy their needs today and tomorrow.

Global Fire and Security Systems are an independent company established in Nottingham since 1999. We have since developed into market leaders in providing quality product solutions throughout the fire and security marketplace nationwide.

Thanks to a combined wealth of knowledge and experience, Global have become industry experts in the design, installation, commissioning and maintenance of fire safety, fire suppression and security systems.

Due to continued growth and market development, we are now seeking to appoint a Head of Customer Service at our Head Office in Nottingham.

Purpose of the role

The role will be responsible for driving operational performance, service excellence, productivity and profitability embedding a consistent high-performance culture across our customer service team in a contact centre environment.

Key Responsibilities

• Leading service delivery in a customer service environment ensuring efficient service delivery, setting a clear mission and deploy strategies focused towards that mission
• Driving continuous improvement in service delivery performance and operating standards
• Driving productivity, margin, cost control, service improvement and leveraging customer & competitor insights for strategic decision making
• Owning client service performance against SLAs
• Building strong leadership capability, succession and talent pipelines
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Take ownership of customers issues and follow problems through to resolution

About You

• Demonstratable customer service management and leadership at a senior level preferably in a contact centre environment
• Strong commercial and financial acumen with experience of P&L
• Analytical mindset with strong financial acumen and data driven decision making skills
• Background within fire and security industry preferable but not essential
• Authentic, high energy, goal oriented with a passion for service excellence
• The ability to manage complexity, collaborate and drive results
• Strong client-facing and communication skills
• Ability to make sound decisions, timely, often under pressure
• Excellent knowledge of management methods and techniques
• Proficient in IT packages (Microsoft 365, Excel is essential)
• Working knowledge of customer service software, customer portal management systems, databases and tool
• Knowledge of planning and scheduling
• Experience in providing customer service support

What we offer

• Competitive salary
• Discounted travel to work schemes - Tram2work and Robin Hood tram and bus scheme
• Great public transport location
• Employee recognition scheme
• Paid refer a friend bonus up to £1000
• Development and progression opportunities
• The chance to be part of a reputable company in the fire and security industry

Does this sound like you?

Then we would love to hear from you, send us your CV using the link below.

Excited about the role, but your past experience or qualifications don’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification.

We are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across our business.