Head of Customer Service

Motocaddy brings the very best in build quality, style, reliability and affordability to the world of electric golf trolleys and we currently have an exciting opportunity for Maternity Cover of Head of Customer Service to join the team. Job Title: Head of Customer Service – 12-month Fixed Term Contract Location: Bishop’s Stortford Salary: £22,000-£25,000 per annum, dependent on experience. Basis: Full time, 12-month Fixed Term Contract for maternity cover. Possibility of permanent contract at the end of 12 months, dependent on performance in the role and business needs Motocaddy have worked hard to produce an award-winning line of electric and push model of golf trolley selling to customers in over 40 countries worldwide. With a product range that commands a premium price and ranges from golf trollies to bags and accessories, we have a reputation for market leading customer service and strong after-sales support within the golf sector. To support Motocaddy through a period of maternity cover, the Head of Customer Service role will include supervising a small team of Customer Service Advisors, managing their workload, HR, sales administration, key account management, monthly reporting and dealing with customer escalations. You will be the point of contact for both trade and direct customers so you and your team will be responsible for maintaining the excellent standards of customer service that is expected with a premium product. Head of Customer Service – Responsibilities: - Ensuring all communication in the team is answered quickly e.g. calls, emails, letters, livechat - Customer escalations - Monitor and ensure lost call rates below target levels where possible - Look after Key Accounts including processing orders, customer service queries, credits - Run Management Information reports – phone stats, case stats, input errors - Provide leadership and management to small customer service team, including regular one-to-ones, appraisals and ensuring cover with annual leave requests - Assist with calls where required - Some sales administration activities to provide strong customer service including providing prices and quotes, inputting orders, arranging shipping and ensure tracking information sent to customers Head of Customer Service – Requirements: - Computer literate - Strong communication skills - Team leadership/ management / planning / organising - Experience in contact centre or customer service environment dealing with inbound customer enquiries - Ability to balance workload and schedules with multiple priorities - Calm under pressure and able to resolve escalated queries in calm, quick manner - Professional, proactive and positive manner - Excellent attention to detail To submit your CV for this exciting Head of Customer Service opportunity, please click ‘Apply’ now. This role may be suitable if you have previous experience as a Customer Services Team Leader, Customer Service Supervisor, Customer Service Manager, Helpdesk Manager, Call Centre Supervisor, Call Centre Manager, or Customer Service Call Centre Manager.