Head Of Customer Services- Heating-Salary To £45000+Company Car And B Job Details
Job Ref:
127223530
Industry: Construction, Property
Job Type: Full Time
City: Newcastle
Salary: £40000 - £45000/annum
Post Date: 28/08/2010
Job Description: Head of Customer Services- Heating and Contracting Services We have an immediate position to join a highly reputable Service Provider who specialise in providing lower carbon emissions and reduced fuel bills. About the Division: Our clients end to-end service offering provides lower carbon emissions and reduced fuel bills. The installation service is amongst the largest in the industry. They fit energy efficient central heating and insulation in more than a thousand homes a day. Clients range from housing providers and utility companies to private households and social landlords. Our client have helped drive the Government's reduction of fuel poverty, improving more than two million homes across the UK. About the Department: Through strong leadership the Head of Customer Service (Heating and Contracting) is responsible for leading and inspiring a customer excellence culture throughout the Division. They will set and contribute to the delivery of the best customer experience based on real customer insights and manage the customer experience to deliver an excellent level of satisfaction. This will be achieved by being forward thinking in approaches to Customer Services and Service Excellence. Job Description: The post holder has a hierarchical report to the Executive Committee Managing Director (Heating and Contracts) and a functional report to the Group Customer Service Director. They will actively contribute to the strategic direction of customer services and overall business performance as directed by Group Customer Service Director. They will support and implement of the corporate requirements for Customer Services ensuring a strong customer and client driven business performance. The post holder requires travel to operational sites and facilities throughout the UK. Main Duties/Responsibility: * To lead, develop and direct the division's customer service plan that optimises resources to achieve a customer driven service, delivery and experience. * To support partners in their development to create a business focussed organisation which optimises the delivery of excellent customer experiences. * To deliver strategies for ownership and accountability to deliver and embed coordinated customer focused priorities. * To engage and support senior leaders in exploring, developing and implementing customer driven approaches to establish consistent service delivery standards. * To promote and deliver customer driven continuous improvement in relation to achieving service excellence and a dynamic service culture. * To lead and manage the complaints process/team to highlight emerging trends and continuous improvement initiatives. * To implement, manage and analyse The Voice of the Customer including independent customer opinion measurement and partner engagement in line with the group standards to allow in depth customer experience analysis including root cause. * To provide Group Customer Service with information, analysis and support. * To contribute to new, innovative service strategies to ensure they are at the forefront and cutting edge of customer service. * To be aware of developments in the markets, especially in the 'able to pay market' and foresee their implications and opportunities for customer service * Any other reasonable duties Experience, Qualification and Skills Required We are looking to experience individuals ideally from within the Heating, Construction Sector. Senior Management is essential, with extensive experience in delivering 1st class Customer Services in a fast paced multi site environment. Experience and Understanding is required within Costs. Budget Management and Service Level Delivery. Operational Management Experience is essential with exposure of managing Field Based Personnel. Knowledge and understanding of business transformation skills and Techniques is also required Salary and Benefits Basic Salary of up to £45000 Company Car 25 day holiday Pension Scheme Profit Share Scheme
Company Name: Pertemps
Industry: Construction, Property
Job Type: Full Time
City: Newcastle
Salary: £40000 - £45000/annum
Post Date: 28/08/2010
Job Description: Head of Customer Services- Heating and Contracting Services We have an immediate position to join a highly reputable Service Provider who specialise in providing lower carbon emissions and reduced fuel bills. About the Division: Our clients end to-end service offering provides lower carbon emissions and reduced fuel bills. The installation service is amongst the largest in the industry. They fit energy efficient central heating and insulation in more than a thousand homes a day. Clients range from housing providers and utility companies to private households and social landlords. Our client have helped drive the Government's reduction of fuel poverty, improving more than two million homes across the UK. About the Department: Through strong leadership the Head of Customer Service (Heating and Contracting) is responsible for leading and inspiring a customer excellence culture throughout the Division. They will set and contribute to the delivery of the best customer experience based on real customer insights and manage the customer experience to deliver an excellent level of satisfaction. This will be achieved by being forward thinking in approaches to Customer Services and Service Excellence. Job Description: The post holder has a hierarchical report to the Executive Committee Managing Director (Heating and Contracts) and a functional report to the Group Customer Service Director. They will actively contribute to the strategic direction of customer services and overall business performance as directed by Group Customer Service Director. They will support and implement of the corporate requirements for Customer Services ensuring a strong customer and client driven business performance. The post holder requires travel to operational sites and facilities throughout the UK. Main Duties/Responsibility: * To lead, develop and direct the division's customer service plan that optimises resources to achieve a customer driven service, delivery and experience. * To support partners in their development to create a business focussed organisation which optimises the delivery of excellent customer experiences. * To deliver strategies for ownership and accountability to deliver and embed coordinated customer focused priorities. * To engage and support senior leaders in exploring, developing and implementing customer driven approaches to establish consistent service delivery standards. * To promote and deliver customer driven continuous improvement in relation to achieving service excellence and a dynamic service culture. * To lead and manage the complaints process/team to highlight emerging trends and continuous improvement initiatives. * To implement, manage and analyse The Voice of the Customer including independent customer opinion measurement and partner engagement in line with the group standards to allow in depth customer experience analysis including root cause. * To provide Group Customer Service with information, analysis and support. * To contribute to new, innovative service strategies to ensure they are at the forefront and cutting edge of customer service. * To be aware of developments in the markets, especially in the 'able to pay market' and foresee their implications and opportunities for customer service * Any other reasonable duties Experience, Qualification and Skills Required We are looking to experience individuals ideally from within the Heating, Construction Sector. Senior Management is essential, with extensive experience in delivering 1st class Customer Services in a fast paced multi site environment. Experience and Understanding is required within Costs. Budget Management and Service Level Delivery. Operational Management Experience is essential with exposure of managing Field Based Personnel. Knowledge and understanding of business transformation skills and Techniques is also required Salary and Benefits Basic Salary of up to £45000 Company Car 25 day holiday Pension Scheme Profit Share Scheme
Company Name: Pertemps
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