Head of Customer Service

• Global Business
• Sheffield Based

About Our Client

Page Group are working in partnership with an Industry leading manufacturer, providing well known products within the B2B & B2C space. This role will focus on the direct ownership and improvement of the customer service function, leading teams across multiple global sites to deliver a seamless customer journey

Job Description

• Overall leadership and management of multiple customer service teams across the UK, Europe and US to deliver excellent service during all interactions with B2B & B2C Customers
• Provide direct reports with regular support and guidance to grow and develop, ensuring they have all the tools and resources to be successful in their role
• Work closely with production and quality to share customer feedback on product quality, common faults and other issues, with a view to reduce reoccurring issues
• Manage customer contact channels including phone, email, chat etc to ensure resource if best utilised, driving customer self service usage where possible
• Manage relationships with 3rd party outsource suppliers internationally to ensure contractual service levels are maintained
• Drive continuous improvement programme across the business with a vision to improve customer satisfaction, NPS & CSAT scores, efficiency and reduce costs
• Ensure the smooth movement of customer goods / orders across the globe in line with regulatory and export requirements
• Provide clear reports to the board focused on customer activity, customer satisfaction and other key areas on a regular basis

The Successful Applicant

• Leadership of Customer Service function
• Experience within a manufacturing / supply chain background – desirable
• Leadership of European or Global CS Teams – Desirable
• Strong customer focused approach
• Experience working with customer contact channels
• Export Knowledge – desirable

What’s on Offer

The Head of Customer Service will join a leading international business within the Manufacturing & Consumer space

The role offers a salary of £60,000 – £65,000 plus great company benefits

37.5 Hours per week – Monday to Friday – Sheffield based, on-site

This role will require occasional international travel

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