Job Description:

Job Title: Head of Customer Service/Customer Relations

Responsible for managing, coaching and development of the Customer Relations (PC
Support & Helpdesk) in order to ensure that the highest possible standard of service is
provided to both internal and external customers.

The role will be required to drive through excellence in customer service by managing
and resolving customer complaints, utilising the groups complaints procedures.

Provide root cause analysis feedback on the complaints received and to represent both
Customer Services and the business in all customer related functions and ensure Total
Customer Satisfaction principles are embedded in all contact and actions with customers.

Some of the duties will include:

• Resolving complaints using multiple communication channels and making the
appropriate contacts to ensure that the expected and exceptional level of customer
service is maintained.
• To over see the day to day operation of the teams.
• Monitor work load analysis and forecasting, process improvements and
efficiencies, staff skills development, and all customer service standards.
• Ensure performance key targets, SLAs and KPIs are achieved.
• Ensure monthly root cause review meetings are held and documented with
representatives across the Group to ensure learning points are understood and
actions agreed are documented.
• Produce recommendations for service and product improvements.
• Implement customer feedback surveys on a regular basis and produce plans to
improve performance based upon learning points.
• To promote a culture of continuous improvement.