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Head of Customer Success

Head of Customer Success
Location: Hereford.
Full Time
Salary: Competitive


With over 20 years' experience, Woodstock Trading Company is an industry-leading bathroom furniture firm, boasting unparalleled customer experience and a wide variety of high-quality bathroom furniture and accessories.

Our nationwide network of dealers and showrooms are supported by our in-house design facilities, fully stocked warehouse, display installation teams, customer service team, technical experts and UK wide delivery via our transport fleet.

We're exceptionally proud of our high standards of quality, friendliness, professionalism, company spirit and care in every department of the business and due to our fast growth, we're looking to expand our friendly team.

We are currently seeking a Head of Customer Success who is a motivated and driven individual, with proven experience of coaching, developing and supporting a growing team.


The role will include being responsible for all aspects of running and managing the Customer Success department; with responsibility for meeting key performance indicators through proactive management of the team as well as planning areas of improvement and development across systems and individuals.


You will lead, manage and motivate a team of approximately 20 to consistently deliver the highest levels of customer service, driving individual and team performance to help achieve department targets.

You will ensure that work is prioritised effectively, and essential elements of the department are covered, whilst maintaining our first-class customer service approach to all customers and suppliers.


Reporting to the Chief Operations Officer and forming part of the senior management team, the main purpose of the role is to provide leadership and development to the Customer Service, Collections, Technical, Displays & After-sales and Sales Representative Support team.

Accountable for the strategic review of technical systems, resources, and processes within the customer success department to improve customer experience and increase sales, ensuring measurement of success through customer service key performance indicators.


What will you do?
, Provide leadership to the Customer Service, Collections, Technical and After-sales, and Area representative support teams whilst overseeing the day-to-day operations, including but not limited to, allocation and prioritisation.


, Constantly looking at how systems and operations can be improved.
, Regularly meet with key stakeholders to review key performance indicators against targets, investigating reasons for variance and implementation of necessary corrective action.


, To be involved in the recruitment, induction and training of team members.
, Proactively monitor key customers, working collaboratively with the Sales Manager and Sales representatives to capitalise on opportunities for improved service and increased sales.


What do I need?
, Proven track record of senior leadership experience in a SME customer centred role.
, Previous experience of implementation and managing a computerised management information system and suggesting improvements in its use or upgrades to enhance the customers experience.
, Experience of reviewing customer experience software / platforms, and implementing robust, value for money system solutions.
, Proven management capability experience working within a customer sales centre/office environment, where a large volume of telephone calls is managed.


, Knowledge of the bathroom/kitchen industry would be beneficial.


, Strong leadership and people management skills.
, Excellent understanding of IT systems, particularly relating to Sales and Customer Service.
, Previous experience of practical customer service at a managerial level.
, Proven track record in delivering outstanding customer service, with an analytical approach to situations.


The benefits
, Competitive salary.
, 21 days' holiday, plus Bank Holidays, increasing by an additional 2 days with length of service.
, Purpose-built offices.
, Daily lunches provided.
, Great culture, be a real influencer of the cogs which drive a well oiled customer success machine!


Closing date for applications is 31st August 2020.

However, please note that we may close this advert earlier if a suitable applicant is appointed.


Please click ‘Apply' to continue your application.




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