Head of Account Management and Customer ServiceTunbridge Wells 50K - 57K + additional benefitsTo lead, manage and develop the Customer Service function and a mix of an office and remote-based Account Management team to achieve and 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 targetsEstablish positive, forward thinking and energised team culture that attracts and retains talentManage the team to deliver a consistently high-quality serviceOversee the day to day running of the Customer Service TeamOwnership - 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 strategyPromote and encourage long lasting customer relationships through effective customer engagement analysis Information - Identify and measure customer satisfaction targets for monthly KPI reportingPlanning - Understand current and future customer needs to contribute to the approach to change and modernisationCollaboration - Work with other areas of the business to establish and integrated teams approachIdeas - Contribute to wider ..... full job details .....