Head of Customer Service, Head of Customer Relations

Head of Customer Services Salary banding 55-60k dependant on experience.Job PurposeThe aim of the role is to be responsible for continually improving the Customer Service experience for customers to ensure the delivery of a premium end to end service. Developing culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.Key Responsibilities/Accountabilities Providing leading edge "Proactive" and "Reactive" contact strategies that are customer defined. Increase NPS year on year. Increase promotors and decrease detractors. Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them. Manage all customer service processes whilst becoming more proactive and engaging with customers. Co-ordinate customer projects, including mobilisations, special events and bespoke requests. Involvement in documenting customer processes. Ensure all staff are using Salesforce correctly. Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Human Resources on all employment issues. Day to day management. Manage your customer services team to deliver what customers need and to continually improve your customer service ..... full job details .....