Head Of Customer Service

Job content

Are you an experienced Head of Customer Service with experience in B2B and B2C environments? If the answer is YES, we want to hear from you!

Draper Tools has been established for over 100 years. It’s a family run business, currently with the 3rd generation of Drapers at the helm. You can feel this in the culture which cares for its people and stockists like an extended family.

We have a fantastic opportunity for a Head of Customer Services to join our team at our Head Office in Chandlers Ford.

What will I be responsible for?

As the Head of Customer Service, you will lead the developments and implementation of an innovative strategy that delivers a trusted and unparalleled service across multiple channels to drive customer engagement and ultimately revenue growth. Other duties include:

• Developing internal relationships will be key to the success of this role
• You will own and drivethe voice of the customer programmes including CSAT.
• You will work collaboratively with internal stakeholders to drive best in class customer service, leveraging technology and customer insight.
• You will increase the influence from customer service by ensuring that the voice of the customer is relayed back to the business using meaningful, accurate and actionable insight.
• You will have budget responsibility and will be accountable for accurate reporting of spend and ROI.

Could this be the ideal role for me?

If you are a passionate, customer focused leader with the ability to build, lead and inspire the customer service team, the role of Head of Customer Service could be ideal for you. You will have worked across both B2B and B2C environments and understand the nuances of both groups. In addition, you will have experience in multilingual support across the EU markets. The successful candidate will be able to demonstrate the following:

• Experience in a senior role of delivering an integrated, omnichannel Customer Service/Experience.
• Fully conversant with Customer Service/Experience ticketing systems and contact centre telephony solutions such as Zendesk and Horizon.
• Proven experience of growing and developing Customer Service/Experience in other businesses.
• An excellent manager with the ability to lead and coach the team to success.
• Strategic mindset.
• Able to provide thought leadership and influence senior stakeholders.
• Able to push others beyond the established comfort zone.
• Able to drive change.
• Resilient when under pressure.
• Able to build strong relationships; you can work cross functionally and have experience of working with global teams.

Rewards and benefits

Company benefits include:

• Holidays rising to 25 days
• Pension scheme
• Private health scheme
• Staff discount on Draper products
• Free on-site parking
• Day off for your birthday
• Sodexo employee discount scheme

*After qualifying period

If you have the skills and experience required to succeed as our new Head of Customer Service, we want to hear from you! Please click APPLY below to register your interest.

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