Head of Customer Service
 
Job Description:
 
Our client receives hundreds of thousands of contacts from customers every year. As a customer focused business, ensuring a timely, high quality service is provided is a critical role within our organisation. They are looking for a candidate with experience in creating and managing a team providing a consistently high quality service to our customers.

The key tasks will be:

• Management of Customer Support, Gaming Support and Training & Development teams
• Assuming responsibility for all aspects of the existing Customer Service infrastructure. Assess, select and manage implementation of new developments, technology and contact options
• Optimise the performance of current Customer Service systems to ensure Customer Service SLA’s are met and improved upon
• Using detailed web metrics continuously monitor all websites to optimise it’s design from a Customer Service perspective
• Manage Customer Service relationships, both internal and external
• Building the culture and “Fun, Fair and Friendly” ethos to ensure we offer the best possible service
• General development of the site and improving systems and processes to ensure a better customer experience

Requirements:

Essential

• Experience in a large scale, high volume online Customer Service environment
• Experience working in an e-commerce environment 
• Excellent personnel management skills
• A thorough understanding of Credit and Debit card processing from an e-commerce perspective
• A good understanding of technology and an enthusiasm for staying abreast of new technologies
• Strong project management skills 
• Strong data analysis skills
• Previous relationship Management experience
• A passion for providing high quality Customer Service and the ability to inspire others to share that passion