Head of Customer Service
At Geobear, we’re building something incredible. Established over forty years ago, Geobear is a fast-growing innovative ground engineering contractor.
You can be yourself and be the best version of you – whoever you are. A place where everyone has the opportunity to develop, grow, and build a career that’s just as incredible as our business.
We are looking for a Head of Customer Service to implement service culture to Geobear.
Responsibilities
Manage the beginning of sales funnel
- Opportunity entry to Salesforce
- Lead to opportunity process
- Same day response to new leads
- Opportunity allocation to area managers
Manage activities and workflow of customer service team
- Implement digital transformation for maximum automation to minimise manual work
Manage the phone system
- Phone KPI performance
- Ensure all customer calls are answered
- Ensure holiday cover is in place
Manage customer complaints
Participating in weekly sales meetings
Ensure all departments communicate timely with customers
Report and Manage SLAs
Improve the customer experience for our Residential Private and B2B business to create engaged customers and facilitate organic growth.
Develop and implement Customer Service procedures, policies and standards.
Set a clear mission and deploy strategies focussed on this mission.
Collating, evaluating and processing data to report this to our Senior Management Team to drive improvement.
Adhere to and manage the approved budget.
Train sales, operations and finance departments on customer service tools, best practices and SLAs.
Accountable:
You will lead and coach the Customer Service Team on a remote basis and in person, and co-operate and report on SLA performance with sales and operations to deliver excellent service and meet client SLAs (14 day quoting and 14 day delivery lead in)
Requirements
Proven working experience of Customer Service Management or in another Head of Customer Service role.
Ability to think strategically and lead
Strong client-facing and communication skills
Strong multi-tasking and troubleshooting skills.
Educated to degree level or suitable professional qualification
You are focused on continuous improvement and solution-oriented.
Positive, sociable personality – the type of personality to inspire others. People want to work for you as opposed to micromanagement.
Please send your CV to [email protected]
