Head of Customer Services

Head of Customer Services

Eventus House, Market Deeping

The Role

• Outsourced Contact Centre Management: Forecast, plan, and manage the performance of our outsourced contact centre to ensure optimal service levels, efficiency, and cost-effectiveness. Develop KPIs and monitor quality assurance.
• Freshdesk Automation & Optimisation: Oversee the setup, optimisation, and continuous improvement of Freshdesk automations, workflows, and self-service tools to enhance customer experience and streamline operations.
• Technology & AI Implementation: Proactively research, evaluate, and project manage the implementation of emerging technologies, including AI-driven solutions, widgets and automation tools, to improve customer service efficiency and effectiveness.
• Customer Experience Strategy: Develop and execute a customer service strategy aligned with business goals, focusing on enhancing customer satisfaction, loyalty, and retention.
• Stakeholder Collaboration: Work closely with internal teams, including marketing, product, and logistics, to ensure a seamless customer experience.
• Team Leadership & Development: Manage and develop our internal customer service team, fostering a culture of excellence, continuous learning, and innovation.
• Cost Management: Ensure customer service operations remain cost-effective while maintaining high-quality service levels. Create and manage budgets for outsourced and in-house operations.
• Compliance & Best Practices: Ensure all customer service operations adhere to industry regulations and best practices.

What we’d like from you

• Proven experience in a senior customer service leadership role, preferably in an e-commerce or online retail environment.
• Strong background in managing outsourced contact centres, including forecasting and performance management.
• Expertise in Freshdesk or similar customer support platforms, with experience in automating workflows and optimising processes.
• Experience in researching, costing, and project managing the implementation of customer service technology, including AI-driven tools.
• Data-driven mindset with the ability to analyse customer trends, forecast demand, and optimise service delivery.
• Strong problem-solving skills and a proactive approach to improving customer experience.
• Budget management experience and a focus on cost-effective operations.
• Passion for gardening or familiarity with gardening products is a distinct plus.

Salary

• Full Time: 40 hrs per week / Salary from £40k – based on experience.
• Excellent career and development opportunities for the right applicants.
• 25 days annual leave (plus Bank Holidays).
• Free parking, Staff discount, Casual dress code, Company events.
• Work Location in person.

To apply for this position, please email apply@yougarden.com along with your full CV and cover letter.

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