Customer Service and Operations Director

Building Products

Birmingham West Midlands

This Operations Director role will champion Customer Service in a building products business. This means continuous improvement of all customer contact points on the customer journey, and developing operational processes to ensure the business can deliver a flexible service and exceed customer expectations. This Customer Service Director role will lead a small team, and will shape the way the business interacts with customers as part of a structured growth plan:

Key objectives for the Customer Service Director

·Develop the use of feedback tools like Net Promoter Score.

·Develop team members to ensure everyone is equipped to put the customer at the heart of every step of the customer experience.

·Talent management, identifying skills gaps and rising stars

·Support the roll-out of digitalisation projects. This involves campaigns to encourage customers to embrace online portals, and provided with training and support to increase customer confidence and up-take of the digital customer service offering.

·Increase our understanding of the customer; collecting feedback about or service and our products, and gaining insight into future needs in terms of product innovation.

·Working as part of the senior leadership team to shape the interactions between departments and drive changes which put the customer at the heart, and which enable structured growth in line with the business plan.

What is it like to work there?

·Professional business, part of a European group, solid foundations.

·Modern work environment and a small friendly team.

·The team is transitioning from a very busy reactive telephone customer service approach to a more structured approach which uses the digital platform for day to day enquiries and outbound telephone for proactive customer care.

·Newly created role as part of planned growth.

This job is commutable from South Birmingham, Stourbridge, Halesowen, Redditch, Longbridge, Kidderminster and surrounding areas.

To apply please send your CV to Ian Yoxen at Euro Projects Recruitment Ltd.

“Please note that if you are not contacted within the next ten days then your application, on this occasion, has not been successful.  We thank you for taking the time to apply.”

Reference: IY.144944