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Customer Experience Director
3 weeks ago
We are seeking a highly skilled and experienced customer service leader to spearhead our client's customer service operations. This pivotal role is designed for an exceptional manager who thrives in a technical, trade-focused environment.
Key Responsibilities:- Team Leadership
- • Foster a culture of high performance, continuous improvement, and technical knowledge sharing among customer service specialists.
- • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
- • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate expert advice.
- • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
- • Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
- • Liaise closely with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
- • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
- • Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
- • Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.
- • A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
- • Proven Bachelor Degree or Equivalent.
- • Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- • Demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.
- • Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
- • A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
- • Solid administrative skills and proficiency with CRM systems and standard office software.
