Head: Customer Services at Ignition Group

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?