Head of Customer Service

Lead a team responsible for handling incoming enquiries, ensuring timely, accurate, and empathetic service. Drive operational excellence, compliance, and continuous improvement.

Key Responsibilities

• Oversee daily operations across multiple channels (phone, email, web, live chat).
• Manage resource planning, rotas, and capacity to meet demand.
• Ensure accurate triage and routing of cases to appropriate teams.
• Lead recruitment, onboarding, and training initiatives.
• Coach and develop team leaders and advisors through performance management and development plans.
• Monitor compliance with GDPR and confidentiality standards.
• Conduct quality audits and implement improvements.
• Track and report on KPIs (service levels, quality, client satisfaction, complaints).
• Collaborate with internal stakeholders and act as escalation point for complex matters.
• Maintain and optimize use of CRM and case management systems.

RequirementsEssential:

• Experience managing a contact centre.
• Proven ability to lead and develop high-performing teams.
• Strong people management skills across diverse roles.
• Proficiency with CRM and case management systems.
• Knowledge of GDPR and confidentiality standards.
• Effective leadership, coaching, and communication skills.
• Data-driven and results-oriented approach.

Desirable:

• 5 Years plus contact centre / call centre management.
• Experience with system implementation and continuous improvement.
• Familiarity with Power BI or similar data tools.