Call Centre and Customer Service Director of Customer Services

Director of Customer Services

Location: Brandon (Suffolk)

Salary: Negotiable depending on experience including excellent company benefits

Hours: Full Time

To manage, identify and develop customer culture, process and performance improvements. To lead the customer services “team” across Customer Service, Order Fulfilment, Product Support, and After Sales teams.


  • Act as the Voice of Customer across the organisation
  • Define our customer services vision, complementing the needs of our business strategic plan
  • Embed our customer services process – requirements and discipline both internally and externally
  • Analyse customer needs to build an industry-leading Customer Experience process, with the mechanisms to monitor and improve this across the business.
  • Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
  • Lead the development and training of the organisation to successfully support customers through their customer journey and embed strategies and processes to improve service
  • Lead the Customer Operations teams (Customer Service, Order Fulfilment, Product Support and field-based After Sales/Siting Support)
  • Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience

Candidate requirements:

  • Strong strategic and operational customer focus, with a clear understanding of the issues impacting the relevant markets
  • A proven track record of leading change whilst increasing performance in a customer experience environment
  • Experience in a manufacturing or construction setting preferred
  • Self-starter, resilient, focused, a real achiever of results
  • Excellent understanding of customer journey mapping and customer experience
  • Engaging leader – able to communicate at all levels with exceptional people-focus
  • Inquisitive, resourceful and willing to challenge the status quo to exceed the expectations of our customers
  • Demonstrate the ability to motivate and communicate with others at all levels
  • Evidence of well-developed leadership skills

If you have not received a response from me within 4 working days then unfortunately your application has been unsuccessful for this vacancy. We update our vacancies daily so please do not hesitate to apply if another vacancy catches your eye

Neaves & Neat Employment Services Ltd. are acting as an Employment Agency for this Permanent vacancy.

Neaves & Neat Employment Services Ltd. are acting as an Employment Agency for this Permanent vacancy.

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Job details

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Brandon Suffolk
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Permanent ASAP | Start Date: ASAP
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Neaves & Neat Employment Services Ltd. are acting as an Employment Agency for this Permanent vacancy.