Heads of Customer Service Job Description

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The Head of Customer Service has overall responsibility for the development, performance and maintenance of the customer service activities of the organisation. They oversee the daily responsibilities of the team and ensure that KPIs are well managed.

• Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation
• Meet your targets and those of the team as a whole
• Efficient running of the team
• Contribute to training and development of the team
• Achieve maximum profitability and growth in line with organisational plans
• Day-to-day responsibilities for the team as agreed with the Line Manager to include:
• Direct and manage all the customer service activities
• Direct, manage and monitor the overall performance of the customer services team
• Effective liaison, support and assistance between the customer services department and the rest of the organisation
• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminating feedback to the appropriate internal entities
• Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints according to agreed requirements
• Development of plans for customer services activities to include customer management to achieve satisfaction targets
• Minimum experience of 5+ years as a Customer Service Manager