Head of Customer Service
My Kildare based client is looking for an experienced, dynamic, and customer-focused individual to lead our Customer & Client Service department. As the Head of Customer & Client Service, you will play a crucial role in ensuring an outstanding experience for our customers at every touchpoint. Your primary responsibility will be to build, lead, and optimise the customer service team, as well as establish processes that enhance customer and client satisfaction.
Key Responsibilities:
1. Leadership & Strategy
• Lead, mentor, and develop the Customer & Client Service team to ensure optimal performance and professional growth.
• Develop and execute the customer and client service strategy aligned with company goals.
• Collaborate with departments such as sales, marketing, operations, and product development to drive customer-focused initiatives.
• Foster a culture of excellence, accountability, and continuous improvement within the team.
2. Customer Experience & Satisfaction
• Oversee all customer support channels (phone, email, chat, social media), ensuring high-quality service delivery.
• Identify customer feedback trends, product issues, and service opportunities, driving continuous improvements.
• Create strategies to enhance customer retention, loyalty, and lifetime value by addressing pain points.
• Represent the customer’s voice in decision-making processes across the company.
3. Client & Relationship Management
• Cultivate and maintain strong client relationships, acting as the main point of contact for service-related matters.
• Ensure timely and professional delivery of services to clients, meeting all needs and expectations.
• Resolve client issues and complaints quickly and effectively, following up to ensure satisfaction.
• Gather client feedback, generate performance reports, and identify areas for improvement.
4. Operational Excellence & Efficiency
• Streamline customer service processes, tools, and systems to improve efficiency and elevate the customer experience.
• Establish KPIs, monitor performance, and implement process improvements to ensure high-quality service delivery.
• Track and report on key metrics such as customer satisfaction, response times, and resolution rates.
5. Team Management & Development
• Provide continuous coaching, feedback, and performance reviews to support team growth and success.
• Promote a positive, collaborative work environment that empowers and engages team members.
6. Collaboration & Communication
• Serve as the main point of contact for all customer and client service matters, engaging with leadership and external stakeholders.
• Work closely with product and engineering teams to communicate customer feedback, identify improvement opportunities, and resolve recurring issues.
Qualifications & Skills:
• Bachelor’s degree in Business Administration, Operations, or a related field
• 5+ years in customer and client service management, with at least 3 years in a leadership role
• Strong knowledge of customer service best practices, digital tools, and CRM software.
• Proven leadership experience in building high-performing teams and driving customer satisfaction.
• Excellent problem-solving, communication, and interpersonal skills, with a collaborative approach to teamwork.
• Analytical mindset with a data-driven approach to decision-making.
• Passion for delivering exceptional customer experiences.
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• Inclusive Culture: We celebrate diversity and provide equal opportunities for all.
• Supportive Experienced Recruiters: Finding the right position for the right person matters to us. We're here to help you source the best career opportunity.
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