Job Title: Head of Customer Service
Location: Swansea, travel required across UK when required for regional office visits
Salary: £30,000 – £35,000 (Depending on Experience)
Job Type: Full time permanent
Working Hours: Monday to Friday – 9.00am to 5.30pm (Flexible Hours within 8am – 6pm)
Flotek Group is a dynamic and innovative technology company with a nationwide presence. 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 technology while delivering exceptional customer service.
We are seeking a passionate and customer-focused individual to lead our Customer Service teams, across support, sales & project delivery. As the Head of Customer Service, you will play a pivotal role in ensuring our clients receive outstanding support and service throughout their journey with us. This role is based in Swansea.
Leadership: Lead, inspire, and manage all team leaders & members, fostering a culture of 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.
Customer Advocacy: Champion the voice of the customer within the organisation, ensuring that customer feedback is heard and acted upon.
Training and Development: Provide training and development opportunities 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 informed and always supported.
Job Experience Required:
Leadership: Prior experience in leading teams, demonstrating effective leadership skills.
Customer Service: Background in customer service management or a related field.
Industry Familiarity: Basic understanding of the technology industry or similar fields.
Process Improvement: Ability to identify and implement process improvements.
Problem-Solving: Strong problem-solving skills and experience 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 – £35,000 (Depending on Experience)
- Bonus package on delivering KPIs.
- Staff Share Equity Scheme
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
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, Senior Customer Services Advisor, Senior Customer Service Administrator, Sales Administrator and Administrative may also be considered for this role.