Job description

Head of Customer Service

Job Family – Customer Service

This family is dedicated to supporting the customer before, during and after their purchase. They own and manage all in-bound and outbound reactive customer channels; they effectively turn enquiries into orders, in line with pricing policy and promotions. They are focused on delivering an exceptional customer journey, building successful customer relationships and communicating deep customer insight to commercial and sales teams

Job Summary

Manages customer services activities for a significant area of the Survitec business, leading a team of customer service representatives to deliver exceptional service to Survitec customers. Drives a customer-centric service operation, handling complex customer complaints and escalations effectively and advising on the most complex quotes

​Duties and responsibilities

· Establishes and implements customer service standards in region while supervising a significant customer service team or similar unit. Deals directly with most complex and valuable issues

· Analyses, prioritises and develops a response or improvement strategy to customer issues

· Develops and implements a regional relationship management plan for potential customer accounts to identify and build relationships with relevant decision makers and influencers, enabling effective two-way flow of information and resolution of issues

· Collects feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input

· Communicates the local action plan; explains how this relates to Survitec’s mission and vision and the function’s goals; motivates people to achieve local business goals

· Develops and proposes own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using Survitec’s performance management systems to improve personal performance

· Manages and reports on team performance; sets appropriate performance objectives for direct reports or project / account team members and holds them to account for achieving them. Takes appropriate corrective action where necessary to ensure the achievement of team and personal objectives

· Sets clear objectives for each customer call or meeting, tailoring standard materials to make presentations meaningful to decision makers and influencers. Asks relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation

· Maintains a deep knowledge and understanding of Survitec policies and procedures, of relevant regulatory codes and codes of conduct, and ensures own work adheres to required standards. Communicates these effectively to the team and addresses any non-compliance

· Ensures Customer Service team members maintain up-to-date customer relationship management data, identifying and resolving issues

· Develops effective internal working relationships and provides high-quality professional services to support in delivering business strategy and plans

· Develops short- to medium-term work schedules to meet planned commitments, ensuring appropriate use of additional resources as needed

· Use Survitec’s formal development framework to identify team members’ individual development needs. Plans and implements actions to build their capabilities. Provides training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfil personal potential

· Delivers a regional activity plan and resource budget. Provides timely and accurate analysis and progress reporting

· Creates an environment where everyone in the team can live the Survitec Values

· Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work

· Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and healthy working environment

· Develops own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gains or maintains external professional accreditation where relevant to improve performance and fulfil personal potential. Maintains an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

· Other duties assigned by your manager from time to time

​Skills

· Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences

· Plans and prioritises work to meet commitments aligned with Survitec goals

· Builds strong customer relationships and delivers customer-centric solutions

· Holds self and others to account for meeting commitments

· Manoeuvres comfortably through complex policy, process, and people-related organisational dynamics

· Applies knowledge of the business and marketplace to advance Survitec’s goals

· Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

· Rebounds from setbacks and adversity when facing difficult situations.

· Knows the best way to get things done and drives a continuous improvement culture

· Relates openly and comfortably with diverse groups of people

· Builds an effective team with a strong identity, encouraging each member to leverage their skills and perspectives to achieve Survitec goals

· Works collaboratively with others to meet shared objectives

· Handles conflict situations effectively, with a minimum of noise

· Takes on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm

· Adapts approach and demeanour in real-time to meet shifting demands of different situations

​Values

Drives safety culture

· Is a reliable source of reference on relevant safety standards and where these standards are at risk. Provides important insight into the root cause and corrective actions for such safety risks and issues. Raises issues and highlights own mistakes without fear. consistently to improve safety and wellbeing of self and others

Demonstrates commitment to delivering real value and confidence to our customers

· Understands the importance of being the representative of both internal and external customers. Demonstrates respect for those customers and is open and transparent about the delivery of service – only promises what they can deliver and delivers what they promise.

We care for our people, investing in the development of teams and individuals

· Understands own role within the team and takes accountability for delivery – is good at closing out actions and proactively asks for help when issues arise. Communicates appropriately, shares knowledge (coaching, mentoring and supporting others to develop skills as appropriate). Works collaboratively with own team and others to meet business goals

· Takes time to listen and treats others with dignity, accepting and respecting other people’s points of view or individuality. Understands how own behaviours impact others.

We aim for excellence in everything we do

· Takes personal responsibility for ensuring excellence, getting the task done on time and to the right standard. Consistently achieves targets, even when timescales are tight

· Committed and passionate about continuous improvement, looking to solve problems and avoid workarounds. Takes the initiative and acts with confidence

We seek to innovate at every opportunity

· Takes an entrepreneurial approach to change, being comfortable and willing to try out new methods, processes, ways of working or techniques to make improvements

· Takes time to understand and explain the rationale for change to support the understanding of self and others

We act with integrity

· Acts in accordance with Survitec Values, especially in situations when it is difficult to do so

· Represents self and Survitec in an ethical manner that engenders trust from colleagues, customers and external regulators

(Refer to Survitec Code of Conduct for further information and examples)

​Experience and qualification

Educated to University Degree level

3-6 years of general experience balancing priorities and meeting customer and organisation needs

1-3 years of experience supervising and managing people and other resources to achieve specific goals and results in short- to mid-term timeframes

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Hollywood, FL 33025: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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