Head of Customer Service & Experience

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

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.