Director, Customer Service

Job Description 

Responsibilities Include

  • Strategically lead and develop an operational team to enhance performance by setting clear accountable performance measures
  • Create a culture and processes which achieve the business goals and objectives with regards to customer service
  • Develop training, communication and quality programs that deliver a rich customer experience, targeted to our targeted customers
  • Partner  with Marketing and Sales to understand and deliver a “Customer First” strategy
  • Implement enhancements to improve customer sales, retention and overall customer experience
  • Ensure workforce planning meets service level standards, training, and quality for desired operational hours
  • Drive innovation by leveraging industry best practices in technology
  • Improve Customer Metrics
  • Identify company-wide improvements and present these to Senior Management/Executives.
  • Accountable for ensuring full regulatory compliance and legal requirements – identification of any potential risk issues
  • Work effectively with all peers, executives and stakeholders to negotiate and influence customer improvements
  • Continually develop improvements and embed successful change projects

Job Requirements 

  • Extensive experiencing managing operational customer service teams (manufacturer)
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
  • Proven Management and/or relationship management experience at a senior, strategic level role
  • Established track record of exceeding targets, KPI’s, Service Level Agreements (SLA’s), in a quality led, legislative compliant environment
  • Able to interpret Management and Business Intelligence (MI/BI), develop strategy and make recommendations
  • Demonstrate ability to motivate and communicate with others at all levels
  • Influential relationships skills at all levels - ability to use these relationships to deliver service improvements
  • Excellent communication and negotiation skills
  • Able to adapt and succeed in a changing environment
  • Evidence of well-developed leadership skills
  • Collaborative, focused, selfless, agile and results driven

Company Overview 

Pride in Personnel's experienced and credible consultants are well-versed in the fields of employee search, interviewing and evaluation providing complete consultation throughout the entire process. Our commitment to detail and professionalism provide a superior quality control process ensuring maximum results and efficiency.

Our dedication and expertise in networking and professional recruitment offer an extensive database of superior, qualified candidates.

Pride in Personnel takes great pride in the high level of standards set and adhered to by our consultants. Please take a moment to view our Standards of Excellence.