Head of Customer Support

• direct, manage and monitor the overall performance of the customer services team
• effective liaison, support and assistance between customer services department and rest of organisation
• maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
• utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers' issues and complaints in accordance with agreed requirements
• development of plans for customer services activities to include customer management to achieve satisfaction targets
• reporting (content and format as agreed) on a monthly basis or as otherwise required
• developing plans for team activities to include strategy to achieve agreed targets
• train CS Team

• proven working experience in this type of job role
• senior level experience of customer services governance
• leadership with ability to motivate and manage a team

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