Job Description

Head of Customer Services - (Telecoms Company) - The role of Head of Customer Services has been created as a result of an internal reorganisation of Billing, Provisioning & Client Services functions. Our Billing & Provisioning teams are newly merged as our Service Delivery department and the Client Services front office and back office teams will now be combined to create a centre of excellence for responding to and executing, Client queries and service requests. Both department heads will report directly to the Chief Operating Officer. As Head of Customer Services, you hold overall responsibility for the Customer Experience when dealing with Client Services teams. A key part of your remit will be to recommend and implement strategic and operational innovations to increase and evolve the service levels delivered to our Clients. The role is all encompassing: strategy, planning, recruitment & training, team motivation, morale and measurement. You will work closely with other Senior Managers to achieve your goals. Main Responsibilities: Execution of, and input into, evolving Customer Service strategy. Over achieving and reporting on Customer Service KPI's Departmental management, including budgeting, planning, reporting and high quality and consistent execution. Main Activities: Enhancing current call handling practice and process. Providing customers with timely and accurate field and telephone based Project Management for both new orders and existing account changes. High-level customer escalations and inter-departmental liaison over internal and external issues. Managerial coaching to ensure the effective day-to-day running and development of your staff and department. Set, manage and control departmental expenditure within agreed budgets. An exceptional track record of at least 8 years in a Customer facing environment. A passion for Customer Service and a proven track record of at least 5 years of sustained customer service innovation within a business to business telecommunications environment. A minimum of 5 years experience at Management level (not team leader). Mobile Telecommunications Experience preferred.

Qualifications/Skills Required

customer services, telecoms