Ebac are the leading manufacturers in the Dehumidifier and Water cooler global markets. Ebac have been the UK’s leading brand, protecting homes from humidity, damp and condensation for 50+ years. Ebac are known for their innovative design and manufacture the only washing machine made in Britain. Ebac are also manufacturers of Air Sourced Heat Pumps and Ventilation units.
We are a successful well established and constantly growing company and are currently seeking a passionate, driven and dynamic individual to head up our customer service team as a Head of Customer Services.
The customer service function is growing rapidly and is an integral part to the future growth plans. As Head of Customer Services within Ebac you will be required to develop, agree and implement performance standards for all customer contact areas. Dealing with consumer enquiries. This would include response times, effectiveness of resource, accuracy and quality of response. Develop, agree and implement KPI’s for all performance standards. Department staffing, recruitment and time management. Managing internal and external service and repair agents.
Responsibilities will include:
· Undertake needs assessments and performance reviews.
· Set/meet performance targets for speed, efficiency, sales and quality
· Work with Company Directors, and Customer Service Manager and members of the wider company departments to gather information and resolve issues.
· Review the performance of staff, identify training needs and plan training sessions.
· Handling of the most complex customer complaints or enquiries.
· Motivate and retain staff
· Forecast and analyse data against budget figures on a daily, weekly and monthly basis
· Oversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality.
· Regular reporting to senior management regarding milestones and progress.
· Delivery of KPI’s through effective management of your team.
· Lead, motivate and develop the team.
· Support learning and development with training and ongoing development of your team.
Implement effective processes for customer service agents to interact with customers via telephone, email or live chat.
Hours of work will be an average of 37.50 per week based on an annualised hour’s system.
Applicants must be determined, have good verbal communication skills, numeracy skills and have experience in a similar role.
Annual salary - £55 – 70K (depending on experience)
A full Job description can be obtained from the HR department on request.
Job Types: Full-time, Permanent
Pay: £55,000.00-£70,000.00 per year
Benefits:
- Company pension
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
