Head of Customer Service at KingMakers

What You Will Be Doing:  

• Responsible for the overall performance and operational delivery of your teams 
• Use your knowledge of organisation products or services to champion the provision of superior customer service/support
• Lead and supervise team of team managers ensure each staff delivers superior standard of customer service
• You will be responsible for the overall performance and operational delivery of your teams. You will ensure your teams are performance focused with accountability around core goals and KPIs
• Liaise with line managers of various departments to ensure smooth operations and interdepartmental relations
• Continually improve our customer service by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results and implementing changes
• You will be an escalation point for your Team Managers and wider team to take action on issues impacting the customer experience we offer
• Ensure optimum planning and scheduling to enable appropriate customer service support provision
• Use your knowledge of the products and services we offer to champion the customer to the rest of the business
• Ensure strong collaboration and alignment between your team and other teams across the company
• You will represent your team in the wider business demonstrating accountability for the overall performance of your team

What You Need for This Role:  

• Strong Contact Centre management experience. You will be very familiar with leading large, multi-disciplined teams
• Strong People Management; leadership and communication skills
• Strong organisational skills 
• Experience of being accountable for KPIs, performance and budget management 
• Strong analytical skills. You should be able to take input, data and insight from multiple sources and to draw informed conclusions 
• A ‘can do’ attitude. You will need to demonstrate a proactive approach around improving the service we offer our customers 

How you do it – Expectations for fulfilling your role:  

As a general rule at KingMakers we want people to be: 

• Customer Focus: We keep the customer at the center of everything we do  
• Passion & Dedication: We are passionate about what we do, employing only smart, honest, dedicated, and results oriented team players 
• Openness, Honesty & Directness: We embrace a culture of candor and work together towards the right solution whilst being open, honest, and willing to give and receive feedback, judgment-free. We play the ball, not the person  
• Innovation & Big Thinking: We think like owners. If we see a problem, we find a solution. We are pragmatic and always strive to do more with less
• Speed & Focus: We plan, we strategize, but mostly, we DO. Without doing there is no progress, we can always change direction but only if we start moving. Fast beats slow  
• Low Ego: The best solutions are achieved when we leave our egos at the door. We always seek opportunities to learn in every situation. No job too small
• Fun: On balance, we believe in having fun whilst working. We maintain perspective as best as we can, and together, we celebrate our successes