Head of Customer Services

Location Margate
Salary £30000 - £35000 per annum
Job type Permanent
Discipline Administration, Sales, Marketing & Operations
Reference J9786
Our client who is a leading global provider of marine safety and communication equipment are looking for a Head of Customer Service. They are committed to ensuring the safety and security of maritime professionals and enthusiasts through innovative and reliable products. With a strong presence in the marine industry, they are dedicated to delivering exceptional service and support to our customers worldwide.

The Head of Customer Service will lead and elevate the customer support operations. The successful candidate will play a pivotal role in shaping the customer service strategy, building a customer-centric culture, and ensuring an exceptional customer experience. If you have a passion for the marine industry, outstanding leadership skills, and a track record of driving excellence in customer service, we want to hear from you.

Key Responsibilities:
  • Develop and execute a comprehensive customer service strategy aligned with the mission and goals, ensuring a best-in-class customer experience.
  • Recruit, train, and mentor a high-performing customer service team, fostering a culture of accountability, continuous improvement, and customer satisfaction.
  • Streamline customer service processes and workflows to enhance efficiency and effectiveness, continually identifying areas for improvement.
  • Establish strong relationships with key customers and stakeholders, actively seeking feedback to inform product and service enhancements.
  • Implement quality assurance measures and performance metrics to maintain and improve service standards, ensuring prompt issue resolution and customer satisfaction.
  • Collaborate with other departments such as Sales, Product Development, and Marketing to drive customer-centric initiatives and address customer concerns.
  • Evaluate and implement customer service technologies and tools to enhance support capabilities, including CRM systems and communication channels.
  • Ensure adherence to industry regulations and compliance standards related to customer service operations.
  • Responsible for managing the customer service budget effectively and efficiently.
For a confidential conversation please contact Jo Priestley on 02382 024275 or Oli Wells on 07458 040285.

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