Head of Customer Services Manchester, England
Job description
We are an independent Engineering Testing, Inspection, and Certification business with over 1,300 highly skilled people supporting us in our vision to create and deliver trusted sustainable customer solutions.
We have over 160 years’ experience and are proud to have evolved into the successful group that we are today, with 10 companies coming together to form the BES Group. Year on year we invest in our people, systems and infrastructure and will continue to do so for generations to come.
We are currently recruiting for a Head of Customer Services to drive and deliver on our core culture – customer obsession. Based from our Manchester office, you will be responsible for the teams that deliver our service proposition to our customers. You will engage, motivate, develop and manage around 75 people so you must be a passionate leader, possessing unquestionable leadership skills. You will report to our Operations Director, working closely with him and other leaders from across the group to ensure all of our business goals are achieved. Whilst the role is based in our Manchester Office you do have the opportunity to visit our customers and wider group offices occasionally.
Lastly, you will be responsible for the delivery of outstanding customer service through a culture of development and empowerment, welcoming change, demonstrating action and benefits are delivered.
What will I be doing?
As our Head of Customer Services you will be responsible for the overall management of the customer service teams across various distribution channels.
Some of your responsibilities will include:
- Ensuing the financial accuracy of all aspects of billing for services
- Ensuring all invoices are raised, created and passed to customers within the contractual timelines agreed and working with finance to ensure cash conversions
- Develop and implement best in class process management within the team and its engagement with customers and internal colleagues across operations, sales and accounts
- Ensuring all customer contact is handled within defined SLA’s
- Driving high customer retention rates
- Supporting business growth by working closely with customers and Sales and Transition colleagues
- Ensure that customer obsession drives all business processes
- Provide day to day leadership to ensure the team is managed, motivated, capable and operating with a customer centric mindset
- Manage the performance and development of the team via agreed measures and annual objectives to ensure delivery against business targets and our customer service proposition
- Ensure the accuracy and timeliness of relevant data capture and required business reporting
- Identify and develop team talent for long-term careers within the organisation
- Monitor and manage the team’s work output against target and drive productivity of each individual and the team
- Work with planning teams and wider team to identify and deliver efficiency savings to improve capacity and customer service
- Support the broader leadership of the business e.g. via input to planning process, continuous improvement and project participation
- Support and enact the control environment as required by the business - e.g. Health and Safety Reporting and Action, Recruitment guidelines
What makes BES Group a great place to work?
We genuinely care. It’s basic, human instinct that runs through every person that works at BES Group. Knowing we always do the best job we can with absolutely no compromise means everything
If you work for us, you will get the below and, so much more:
- A competitive salary (depending on experience)
- Up to 10% pension
- 25 days annual leave
- Amazing offices in Warrington, Manchester city centre and various other locations across the UK
- Discretionary annual company bonus and yearly salary review
- A shiny new Surface Pro
- Access to lots of discounts and benefits via our company benefits portal including; retail, fitness, holiday and cinema discounts
- Option to buy extra holidays for special events
- The support of a superb employee assistance programme
What experience do I need?
Our teams consists of the best people, we should know, we trained them!
You will have:
- Experience leading large (100+ people) customer facing teams
- Ideally you will offer experience working within a Private Equity and/ or a group structured organisation
- Experience working with budgets of c£4m
- Experience driving a large portfolio of customers and related invoicing
- Proven success developing team and process improvement
- Experience in business planning and be a strategic thinker
- You will celebrate change and be confident in welcoming others on a change journey
- You will be ideas driven, open to trying new solutions, and capable in driving successful implementation
- You will be confident and capable in contributing to and influence senior management decision making to maximise business value
- You will be infatuated by data and comfortable using data to form practical strategies and interventions
- Ability to think from tactical actions through to strategic opportunities
To apply for this role, simply click “Apply”. We ask for some basic contact information and a CV or your LinkedIn profile, it’s that easy! Please keep in mind, successful candidates will be required to complete the relevant background checks as part of the recruitment process.
We want to inspire everyone to see how important safety is and we expect the same from our people. And if you’re on the same page as us about that and you’ve got the right skills, experience and attitude, you’ll fit right in. Simple. We’re all about diversity and inclusion and that means we want our people to be themselves. We’re delighted to be an equal opportunities employer and that will never change!
BES Group, Your Trusted Advisor.
