[24812] - Head of Customer Service & Business Improvement

Head of Customer Service & Business Improvement

Based in the Hampton area, Surrey
Salary: £53, 000 per annum plus generous benefits package +bonus

We are currently recruiting for a Head of Customer Service & Business Improvement on behalf of one of our clients, a well-established organisation based in the Hampton, Surrey area. The purpose of the role is to manage the Support Services and Account Management team ensuring all clients and client stakeholders experience the “CustomerFirst” service the highest levels efficiencies and to be responsible for the management of the Business Improvement function including internal and external audit processes.

Requirements:

• Strong stakeholder management skills
• Proven client management experience, ideally in fleet management
• Leadership ability to inspire high performance
• Organizational and analytical skills
• Track record in process improvement
• Familiarity with client contact systems
• Ability to remain composed under pressure
• Knowledge of quality systems implementation

Responsibilities:

• Manage customer service and business improvement initiatives
• Support Account Management team in client service delivery
• Shape strategy for client services and continuous improvement
• Lead and mentor team members
• Oversee contract implementations and client experience enhancements
• Monitor KPIs and report trends
• Ensure compliance with quality management systems
• Provide training on business systems and processes.