Head of Account Management & Customer Service

Head of Account Management & Customer Service

Tunbridge Wells

50K - 57K + additional benefits

To lead, manage and develop the Customer Service function and a mix of an office and remote-based Account Management team to achieve & grow in line with the strategy whilst providing high quality service to all specified members and transactional customers.

Responsibilities:

Direct line management and motivation of the Customer Service and Account Management teams to meet engagement and key business targets

Establish positive, forward thinking and energised team culture that attracts & retains talent

Manage the team to deliver a consistently high-quality service

Oversee the day to day running of the Customer Service Team

Ownership - Point of escalation for all customer issues and complaints to reach resolution in line with policy

'Know your numbers' - Achieve growth and sales targets by budgeting and implementing a clear path to success

Establish great working practices with key stakeholders at all levels across the business to contribute to the strategy

Promote and encourage long lasting customer relationships through effective customer engagement analysis

Information - Identify and measure customer satisfaction targets for monthly KPI reporting

Planning - Understand current and future customer needs to contribute to the approach to change & modernisation

Collaboration - Work with other areas of the business to establish and integrated teams approach

Ideas - Contribute to wider business projects as part of the Senior Leadership Team

Experience

Experience within a Customer Service Management or Sales Manager position

Clear track record of target achievement in previous positions

Previous working knowledge of CRM systems is a plus

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All applicants must have an unrestricted right to work in the UK as our client will not support visa sponsorship for this role.