Customer Services Director

SF Recruitment have partnered with a brilliant, growing business in Coventry, who are looking to recruit a Customer Services Director on a permanent, hybrid basis. This role has come up to to growth and recent successes within the business, and is a strategic role that will sit within the SLT.

Salary: up to £120,000 with £6k car allowance and up to 20% bonus

We are seeking a dynamic and experienced Customer Service Director to lead all aspects of customer support. This role will set and deliver a joined up customer service strategy that drives sustainable efficiency through improved processes and systems, while consistently maintaining high levels of customer satisfaction.

Reporting to the Chief Operations Officer (COO) and as a member of the UK Leadership team, this role will hold the budget for the Customer Services department with responsibility for:

-Setting the Customer Services (CS) strategy ensuring CS is a point of difference in the market
-Reviewing and improving CS processes and technology to continually improve productivity and scalability, without the need to hire more colleagues.
-Work closely with the Account Management Director and COO to address key customer issues and "pain-points".
-Owning the "day to day" customer interaction and access points to the business.
-Leading and developing CS reporting and KPI tracking ensuring we know the key metrics that are important to our customers and reporting against these, balancing this with the required productivity.

Professional Experience
-Strategic Leadership:
Proven ability to lead CS operations and set strategic direction.
-Operational Management:
Experience managing multi-channel customer interactions and meeting SLAs.
-Digital Transformation:
Track record of implementing digital and data-driven improvements.
-Technical knowledge and development:
Experience in or knowledge in the use of new technologies to deliver CS and process improvements including the use of AI.
-Budget & P&L Responsibility:
Skilled in managing departmental budgets and cost optimisation.
-Change Management:
Familiarity with agile, design thinking, and systems thinking.

Core Skills & Competencies
-Customer-Centric Mindset:
Acts as the "Voice of the Customer" to drive improvements.
-Analytical

Skills:

Uses KPIs (NPS, CSAT) and data to enhance performance.
-Leadership & People Management:
Ability to motivate and develop large teams.
-Communication & Influence:
Strong stakeholder negotiation and presentation skills.
-Commercial Awareness:
Understands impact of customer service on revenue and retention.
-Familiarity with emerging technologies: AI chatbots, CRM systems, omnichannel platforms