Job Title: Head of Customer Service
Location: Bridgend, travel required across UK when required for regional office visits
Salary: £30,000 – £40,000 per annum (Depending on Experience)
Job Type: Full time / Permanent
Working Hours: Monday to Friday – 42.5 hours – Flexible Hours within 8am – 6pm)
Flotek Group is a dynamic and innovative technology company with a nationwide presence. Flotek currently employs 75 people across 7 offices. We specialise in providing IT and communication solutions to small and medium-sized businesses across the UK. Our mission is to empower businesses with cutting-edge cloud technology while delivering exceptional customer service.
About the Role:
We are seeking a passionate, driven and customer-focused individual to lead our Customer Experience team and play a pivotal role in the customer service across support and project delivery. As the Head of Customer Service, you will ensure our clients receive outstanding support and service throughout their journey with us. The Customer Experience Team is a “Multi Skilled – Multi disciplined” team designated to handle all support requests into the business. The team are looking for “quick wins” with “quick response and quick resolution”, acting as a “single point of contact” for the customer. Any requests that are not able to be directly handled by the Customer Experience Team will be passed to the Technical Teams however the Customer Service Manager will collaborate with the technical team leads to ensure that the customer experience is maintained until resolution.
This role is based in Bridgend however the customer experience team is location across multiple locations so there is an expectation to travel to our offices as and when required.
This is a new role to the business so it’s a very exciting opportunity to shape the team and processes from the outset and be part of an exciting journey in building a critical function within a fast-growing business.
Key Responsibilities:
- Leadership: Lead, inspire, and manage all team members within the customer experience team, fostering a culture of first-class service, excellence, empathy, communication and collaboration
- Strategy: Develop and implement customer service strategies to enhance customer satisfaction and loyalty, aligning with the company’s business objectives
- Process Improvement: Continuously evaluate and improve customer service processes and procedures to streamline operations and drive efficiency. This will include implementing workflows, scripts and reviewing and implementing AI driven tools to help with maximising efficiency and resolution of tickets
- Customer Advocacy: Champion the voice of the customer within the organisation, ensuring that customer feedback is heard and acted upon. Reviewing root cause and trends of issues and looking at ways to implement corrective action
- Training and Development: Provide training and development for the customer service teams to enhance their skills and knowledge
- Metrics and Reporting: Establish key performance indicators (KPIs) to measure the success of the customer service department, and regularly report on progress to senior management
- Issue Resolution: Oversee the resolution of complex customer issues, working closely with cross-functional teams to find solutions
- Customer Communication: Develop and maintain clear and effective communication channels with customers, ensuring they are always informed and always supported
Job Experience Required:
- Customer Service: Background in customer service management. Must be completely customer centric with a proven track record of demonstrating improvements in customer service
- Process Improvement: Ability to identify and implement process improvements. Must be able to prove how you have improved customer experience through using systems, processes, automation and KPI’s.
- Leadership: Prior experience in leading teams, demonstrating effective leadership skills
- Industry Familiarity: The role is to managed a technical team so technical knowledge is a benefit but not a must as ultimately you will be focused on what’s right for the customer and their experience
- Problem-Solving: Strong problem-solving skills and real life experience and examples in handling customer issues
- Communication: Excellent communication skills, both verbal and written
- Training: Experience in training and developing customer service teams
- Customer Focus: A commitment to delivering exceptional customer service
Renumeration and Benefits:
- Basic Salary of £30,000 – £40,000 (Depending on Experience)
- Bonus package on delivering KPIs
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
- Staff Share Equity Scheme
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of: Customer Service Representative, Client Services Team Leader, Customer Support, Client Services Manager, Senior Customer Service Advisor, Customer Service Consultant, Customer Service Coordinator, Customer Support Manager, Sales Customer Service, CRM, Sales Office Manager, Customer Services Officer and Administrative may also be considered for this role.
