Head of Customer Service Delivery

Auckland
Permanent

Job Description:

Tribe Recruitment ltd

About the Company

At the heart of this company is a great team culture and a relentless commitment to preserve New Zealand’s natural beauty. They offer a range of solutions that optimise sustainability and constantly innovate to develop new solutions to meet the individual needs of their customers. They have long been recognised as being amongst New Zealand’s most environmentally responsible.

With multiple sites and lots of moving parts, this is a challenging but fun environment. With a sustainability focus and having a great employer reputation, you will have the privilege to be part of this down-to-earth team.

About the Role

As the Head of Customer Service Delivery, you will be integral to delivering this company’s vision of an enhanced customer experience. There are multiple facets to this role which will include implementing a customer service framework, technology and contact centre fundamentals to support seamless and consistent customer service delivery.

This role will work cross functionally with sales, operations, marketing, finance, and the local branches. The key to your success will have you be responsible for the following

Technology implementation

Support the implementation of the contact centre telephony and CRM technology which will result it transparency in activity and being able to report on sales and customer service activity

Develop and implement KPI’s for the customer service team and work alongside the National Sales Manager and Branch Managers to establish KPI’s for the wider business

Customer Strategy

Initiate improvement initiatives which will result in an increase in customer satisfaction and retention

Develop and define customer segmentation strategy and opportunities for improvement

People Management

Lead and develop national contact centre strategy to ensure there is consistency with service levels across the different branches which can be achieved through coaching at all levels

Working alongside the National Sales Manager to implement and develop best practice sales cycle and customer retention program

About You

You will have proven experience in taking teams through change and have a passion for technology, reporting and implementing best practice within a customer service and sales environment.

In addition to this, we also look for

8+ years of Management experience in a contact centre and customer service environment

8+ years of Management experience in a contact centre and customer service environment

Management experience in a contact centre environment (inbound and outbound) and understand the importance of implementing reporting and KPI’s

Strong and proven change management experience

Strong communication skills with the ability to build strong relationships with key stakeholders and influence

A strong analytical mind and systems experience

Proven experience implementing and driving improvement initiatives

Call Centre/Customer Service

Tribe Recruitment ltd

Posted on: 

4 November 2021