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Head of Customer Services

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World Fuel Services

2021-12-03 08:52:48

Job location Norwich, Norfolk, United Kingdom

Job type: fulltime

Job industry: Call Centre / CustomerService

Job description

At World Fuel Services, our employees are the key to our global success.We are industry leaders due to the innumerable talents of our approximately 5000- strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.When you click 'Apply', you will need to click on 'Create Account'. By creating an account, you will be able to view your applications and their statuses. Your password must contain 1 upper case letter, 1 number, and 1 special character.Please note that by submitting an employment application you consent to World Fuel Services processing your information for this role and potentially for future employment opportunities, in accordance with applicable laws. To learn more about how we protect and/or process personal information, please visit the WFS Privacy Center at: to the Domestic and Customer Services Director, the Head of Customer Services will lead a team of customer service advisors to deal with customer issues in a confident and professional manner, ensuring high levels of customer satisfaction and retention.Key responsibilities:Fully responsible for all aspects of the customer services department.Implement effective processes for customer service advisors to interact with customersImplement processes and procedures to improve the levels of customer service.Expectation to resolve high level and escalated complaints.Ensure that customer service advisors are adequately trained and competent at dealing with all issues.Working to achieve company KPI's and managing the performance of these targets through r egular reviews with team members.Recruiting customer service advisors.Maintaining a strong collaborative relationship with operations, domestic and commercial sales.Ensuring that the work environment is compliant with applicable laws and company requirements.Maintaining a strong health and safety culture.PERSON SPECIFICATIONPrevious experience working in a customer service management position desired.Strong values around delivering high levels of customer service is essential.Excellent communication skills, both verbal and written, are essential.Strong organisational skills and time management are essential.Experience with Sales Force/Service Cloud or similar is desired.Experience with customer feedback mechanisms ( eg Trustpilot/ Feefo is essential.IT literacy, especially with MS Excel and Word, is highly desirable.Problem solving and analytical skills essentialExcellent attention to detail is essential.Strong organizational skills and time management skills are essential.

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