Head: Customer Services

The role: 

The Head: Customer Services will be responsible for:

• Directing and overseeing the Group’s customer service operations, which typically delivers customer interactions across multiple channels; including telephone, email, and chat;
• Evolving the customer service experience within both the domestic and international contact centes to create engaged customers that facilitate organic growth; and
• Developing and deploying customer care strategies and operational plans focused towards the achievement of the objectives of the Group.

The detail:

Team Management

• Recruit technically competent candidates for relevant roles.
• Assign, monitor and co-ordinate assignments and projects.
• Provide technical, procedural and policy guidance.
• Evaluate Performance; work with direct reports to establish strategically aligned Key Performance Indicators, monitor and provide coaching throughout the review period and conduct formal appraisals.
• Actively encourage the career development of direct reports by providing; career counselling, performance coaching, career planning and goal setting to ensure a positive team culture with strong positive engagement.
• Determine training needs of direct reports to ensure the achievement of strategic goals, as well as the individual’s own career development goals.
• Identify suitable training courses for direct reports.

Budget Management

• Estimate the future personnel and equipment and systems needs of the department.
• Ensure adherence to approved budgets and approval compliance prior to proceeding with any expenditures.
• Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance.

Relationship Management

• Maintain internal and external stakeholder relationships, always representing the Group, in a professional and competent manner.
• Act as the Voice of the Customer across the Group.
• Work effectively with all stakeholders across Distribution and Finance, Marketing, Operations to negotiate and influence customer improvements.

Monitoring

• Implement and monitor the improvement of the NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer Metrics.
• Regularly review all processes, policies and systems to facilitate reductions in the cost to serve customers.
• Use customer insights and root cause analytics to identify risks and areas of improvement and present these to stakeholders as required.
• Be accountable for ensuring full regulatory compliance. Implement practices to identify potential risk issues.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Ensure that the ticketing systems in place (i.e.: Zendesk, Freshdesk) are being used to the required standards and identify and promote any areas of efficiency.

Service Management

• Draft, implement, and execute policies and procedures to facilitate a quality customer service experience.
• Drive quality and consistency through the establishment of performance metrics for customer service representatives as well as the department.
• Drive continual improvement in people, technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience and retention.
• Improve the customer service experience, to create engaged customers and facilitate organic growth.
• Act as a point of escalation for customers issues and follow problems through to resolution.
• Champion the customer services and care campaigns throughout the business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.

Adhoc

• Performs other related duties as assigned.

Are you this person?

• Do you have a degree in Business Administration or a related field?
• Do you have at least 5 years related expeience, specifically at a senior level?
• Do you have an established track record of exceeding targets, KPI''s and SLA''s?

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