Head Of Customer

Company Overview: Our Client is a leading National Company operating in the B2B market.

Position Overview: We are seeking a dynamic and experienced Head of Customer to lead our clients customer service operations from Melbourne HQ. The ideal candidate will have a proven track record of managing client-facing teams, ensuring outstanding service delivery, and fostering a culture of excellence within the customer care department. This role will involve overseeing a small national team of CSprofessionals in Australia and a small offshore team, ensuring alignment with company objectives, and maintaining high standards of Customer satisfaction.

Responsibilities:

1. Leadership and Team Management:
   
   • Lead, mentor, and motivate a national team of small customer care representatives in Australia, as well as a small offshore team.
   • Set clear performance objectives, provide regular feedback, and conduct performance evaluations to drive individual and team excellence.
   • Foster a collaborative and inclusive team environment that promotes continuous learning and professional development.
2. Customer Service Strategy:
   
   • Develop and implement customer service strategies, policies, and procedures aligned with company goals and industry best practices in information management.
   • Identify opportunities for process improvements and efficiencies to enhance the overall customer experience in information management services.
   • Monitor key performance metrics, analyze trends, and take proactive measures to address issues and drive improvement in information management service delivery.
3. Client Relationship Management:
   
   • Serve as the primary point of contact for escalated client inquiries and complaints related to information management solutions, ensuring timely resolution and client satisfaction.
   • Build and maintain strong relationships with key clients in the information management sector, understanding their unique needs, and advocating for solutions that meet their expectations.
   • Collaborate with sales, marketing, and other departments to identify opportunities for upselling, cross-selling, and enhancing client retention in information management services.
4. Training and Development:
   
   • Develop and deliver comprehensive training programs to equip customer care representatives with the knowledge and skills needed to deliver exceptional service in information management.
   • Stay abreast of industry trends, technologies, and best practices in information management and incorporate relevant insights into training and development initiatives.
5. Performance Analysis and Reporting:
   
   • Prepare regular reports and presentations on customer service performance in information management, including key metrics, trends, and actionable insights.
   • Utilize data-driven analysis to identify areas for improvement in information management service delivery and make recommendations for strategic initiatives to enhance customer satisfaction and loyalty.

Qualifications:

• 5 Years experience in a leadership role within a B2B customer service environment.
• Demonstrated success in managing client-facing teams and driving performance excellence.
• Strong strategic thinking and analytical skills, with the ability to translate data into actionable insights.
• Excellent communication, negotiation, and interpersonal skills, with a customer-centric mindset.
• Proficiency in CRM software and other relevant technologies.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.