An exciting position exists in the Sales – Customer Care Department of our client.

The role of the Head of Customer Care is to provide excellent customer service and to promote this idea throughout the company. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations. The Head of Customer Care oversees cost-effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement. The first and most prominent role of the Head of Customer Care is to provide leadership and direction to the entire customer care department and reports to the National Head of Sales.

Main Purpose/Objectives of the Job:

Strategic role within Customer Care and Sales
Develop customer care and customer strategies and establish plans and lead the initiatives to deliver against these strategies
Develop and implement a wide customer acquisition strategy
Undertake comprehensive Customer journey, customer mapping and analysis
Develop appropriate customer segmentation, insight, and personalised strategies
Use customer Insight and Root Cause Analytics to identify companywide improvements and present these to the National Head of Sales
Accountable for ensuring full regulatory compliance and legal requirements, and identification of any potential risks.
Strategically lead and develop the Customer Care team to enhance performance by setting clear accountable performance measures
Create a culture and process which achieve the business goals and objectives with regard to customer services
Work closely with all Sales Heads to negotiate and influence customer improvements
Continually develop improvements and embed successful change projects, drive specific projects within the company.

Responsibility to staff and direct team
Overall responsibility for the development, performance, and maintenance of the customer service functions of the company.
Meet your targets and those of the team as a whole
Efficient running of the team
Achieve maximum profitability and growth in accordance with company strategy
Management of Day-to-day responsibilities for the team as agreed with the National Head of Sales to include:
Plan and direct all the customers service functions
Plan, direct and monitor the overall performance of the customer care team

Effective liaison, support and communication between customer care department and the rest of the company.
Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
Use Customer Care Systems to manage functions of receiving, assessing, analysing, resolving, and documenting customer issues and complaints in accordance with agreed requirements

Development of plans for customer care activities which would include customer management which would assist with the setting of goals and targets.

Support to all other departments with customer service and related issues
Effective Recruitment
Training
Departmental strategies
Performance management
Employee Development,
Coaching and Mentoring
Reporting on customer efficiencies and input to Ebitda
Developing plans for team activities to include strategy to achieve planned targets
Manage and maintain contact with internal and external clients/customers for feedback and to obtain client/customer satisfaction
Maintain accurate customer records
Manage customer budget and control expenses to meet budgetary controls

Education and Experience:

Relevant BCom Degree, Computer literacy – MS Office Advanced
Five years in a Management Role, Customer Service and Call Center Experience, Excellent Management Experience, FMCG experience

Competencies required:

Focused on diligence, accuracy, uniformity across all duties
Ability to prioritize, meet deadlines and work independently.
Customer service orientation.
Information management.
Solid Sales skills
Robust learning and application acumen to support and drive business product and portfolio expansion strategy
Strong peer relationships to effective and efficiently work across teams and optimize internal communication and workflow.

Personal Characteristics:

Excellent Communications skills
Emotional Intelligence
Ability to engage successfully with a wide range of stakeholders, both internally and externally across the sector
Have an inquisitive and strategic mind
Integrity
People Orientated
Effective and flexible leader in a complex and changing environment