[20189] - Head of Customer Service & Business Improvement

Head of Customer Service & Business Improvement

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 Surbiton, 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 “Customer First” service the highest levels efficiencies and to be responsible for the management of the Business Improvement function including internal and external audit processes.

Person Specification:

• Strong stakeholder management experience and proven ability to communicate, negotiate, present and influence at all levels up to and including Executive Board.
• Ability to deliver high levels of customer service and client satisfaction whilst managing client expectation.
• Earns trust and maintains confidences.
• Significant proven Client Management experience within the fleet management sector or a related industry.
• Proven experience of leading, coaching and inspiring Client facing teams fostering a culture of high performance.
• High Standards and Work Ethic. Expects personal performance and team performance best in class.
• Overall passion for service delivery excellence. Possesses a strong
• willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
• Organisation and planning skills. Plans and organises in an efficient manner and focuses on key priorities.
• A proven track record in process re-engineering and delivering business improvements, which enhance the customer experience and allow the business to achieve the highest levels of customer satisfaction, client retention and service levels, whilst remaining profitable
• Experience of working with client contact systems and database.
• Strong data and analytical skills with complementary ability to transform data into actionable insights.
• A good listener who can respond sensitively to needs, concerns and engenders trust.
• Able to remain calm under pressure. Must be able to adjust quickly to changing priorities and cope efficiently with complexity and change.
• Knowledge of implementation and application Quality systems relevant to the business

Key Responsibilities:

• To manage the Support Services (AM) team ensuring all clients and client stakeholders experience “Customer First” to the highest levels.
• To manage, identify and develop continuous, sustainable and profitable improvements within the Account Management department and across the Company to improve customer experience and service delivery efficiencies.
• To manage the Business Improvement function including internal and external audit processes.
• To support the Account Managers, Account Executives and Account Administrators in the delivery of “Customer First” to the client base.

Strategy

• Assist with shaping the strategy, services and products delivered to the client base. Ensure
• customer service delivery excellence whilst maximising profitability. Develop and promote a
• culture of continuous improvement focusing on improving customer experience.

Management

• Lead the Support Services (AM) team enabling the safeguarding and growth of profitable revenue streams.
• Work collaboratively with other department stakeholders ensuring effective and profitable delivery of “Customer First” to the client base.
• Define and implement commercial, operational and account management best practice within the Account Management department.

People Performance

• Monitor the performance and nurture the potential of your team and provide direction, mentoring, training and motivation necessary to secure their commitment, competency whilst adopting and upholding the company’s Values, Mission and Givens.
• Carry out Performance Management Reviews (PMR’s) with direct reporting staff and ensure PMR’s are conducted for non-direct reports.
• Facilitate training on business systems, processes and procedures within the team and department (and to other departments where necessary) to new starters and existing staff.
• Deliver best practice training on Account Management “Customer First” culture, policies, and processes in order to deliver a “Best in Class” service whilst maximising profitability.

Contract Implementations

• Oversee client contract implementations to ensure a seamless transition from the Business
• Development team to the Account Management team.
• Assist the Account Management team with the implementation of additional products and services for existing client contracts as and when required.

Customer Experience and Business Improvement

• Engage with and utilise the support of the wider business departments in optimising high levels
• of service delivery within the department and ultimately to the client base whilst removing
• inefficiencies within systems and work processes in doing so.
• Define and develop Key Performance Indicators (KPI’s) for the Client Experience Process.
• To regularly produce (for the DoCM and other relevant stakeholders of the business) and utilise various MI interpreting trend analysis to drive team and function performance and share best practice.
• Project manage various “Continuous Improvement” projects within the department, ensuring projects, are delivered to time, quality and agreed budget.
• Monitor and report (at Board level) on various departmental and client service KPI’s and statistics including trend analysis.
• In conjunction with the Senior Management Team oversee a robust internal audit process is in place and delivered at all sites, ensuring all non-conformances and observations are rectified.
• Overall responsibility in conjunction with the Senior Management team ensure that quality management systems are complied with, maintained and progressed within the company in accordance with company procedures and processes and Standards.

Account Management Department Training