The Head of Customer Services will be responsible for overseeing the customer service department, ensuring optimal customer satisfaction and driving a customer-centric culture. This role also involves developing and implementing customer service strategies and processes.

Client Details

This company is a distinguished player in the professional services industry, employing over 1,500 individuals across several locations. They stand out for their commitment to excellence and their robust customer service strategies, which are integral to their operations.

Description

This role will be a varied and fast pace position, including:

• Team Management and Leadership: Supervise and lead large teams of paralegals, claims handlers, and compliance administrators.
• Operational Strategy and Planning: Develop and implement operational strategies aligned with commercial business goals. Streamline processes to optimise efficiency and client service delivery. Forecast resource needs and allocate resources effectively.
• Performance Monitoring and Reporting: Monitor KPIs regularly to track performance and identify areas for improvement. Prepare and present performance reports to senior management.
• Quality Assurance and Compliance: Ensure compliance with legal and regulatory requirements. Implement quality assurance measures to maintain high standards of service. Conduct audits and assessments to identify compliance gaps and risks.
• Technology and Systems Management: Oversee the use of technology platforms and case management systems. Identify opportunities for automation to enhance productivity and accuracy. Collaborate with IT teams to troubleshoot issues and implement improvements.
• Client Relationship Management: Work closely with client services teams to ensure client satisfaction. Implement client feedback mechanisms to improve service delivery.
• Training and Development: Develop training programs to enhance team skills and knowledge. Promote a culture of continuous learning and professional development.
• Budgeting and Cost Control: Manage departmental budgets and expenses effectively. Identify cost-saving opportunities without compromising service quality.
• Risk Management: Identify operational risks and implement mitigation strategies. Stay informed about industry trends and best practices in risk management. Collaborate with legal and compliance teams to address potential liabilities.
• Continuous Improvement Initiatives: Lead process improvement projects to enhance operational efficiency. Encourage innovation and creativity within the operations teams.
• Crisis Management: Develop contingency plans for unexpected events or crises. Coordinate responses to urgent matters to minimise disruption. Communicate effectively with internal and external stakeholders during critical situations.

Profile

A successful Head of Customer Services should have:

• **Essential - Experince working in Operations Management within the Legal sector
• Proven experience in a senior customer service role, we will only be considering applications with strong leadership experience in the Legal sector
• Strong leadership and people management skills with experience managing 100+FTE
• Excellent understanding of customer service practices and procedures
• Outstanding communication and interpersonal skills
• The ability to handle complex customer complaints
• A customer-centric mindset

Job Offer

• A competitive salary range of £70,100 - £80,900 per annum
• Car allowance
• Free car parking
• Annual bonus
• Career progression
• The opportunity to work in a leading company in the professional services industry
• A supportive and inclusive work environment
• Room for professional development and growth
• A chance to lead a dedicated customer service team

We encourage all qualified candidates who are passionate about customer service and leadership to apply for this exciting opportunity.