Head of Customer Services

Job Details
  • 4307
  • GreenThumb
  • St Asaph
  • Permanent, Full Time
  • £30,000 to £40,000 plus bonus & medical cash benefit

Head of Customer Services

This is a transformational leadership role which requires an inspiring and collaborative leader who can deliver KPI performance whilst thriving within a dynamic, fast paced and sometimes unpredictable environment. The ability to motivate, lead and develop those around you is a must, along with proven experience of running a customer service contact centre within a service-based industry.

The Company

GreenThumb is a highly reputable company that has been making lawns look beautiful, lush and weed free for over 30 years. From its humble beginnings in North Wales, the company has grown to become Europe's largest lawn care company, with over 220 branches nationwide, approximately 200 employees, and over 1 million people who consider themselves to be GreenThumb customers.

Our Corporate division has plans for significant growth and therefore we are looking for an experienced Head of Customer Services to support that growth. It’s an exciting time to be joining GreenThumb - not only do we wish to grow, but our aim is to always continually improve our service offering and this is a fantastic opportunity to be part of that journey.     

The Role - Head of Customer Services

As the Head of Customer Services you’ll be part of the Corporate Executive Team, and you will take ownership of developing and implementing the customer service strategy, aligning it with our commercial priorities. You’ll play a pivotal role in managing customer relationship, developing a proactive customer service function, and upskilling the team to drive customer engagement.

Leading a team of 35 colleagues and 5 Team Leaders, your duties will include, although not be limited to:

  • Working closely with stakeholders, acting as the voice of the customer, reviewing processes and procedures and focusing on continuous improvements
  • Managing the customer service team to deliver internal and external requirements in accordance with KPI’s and SLA’s
  • Designing, implementing and supporting coaching for team colleagues
  • Playing a key role in driving the operational performance of the Corporate business, ensuring customer treatments are scheduled to maximise the efficiency of the Lawn Operative Teams
  • Overseeing the smooth changeover of acquired branches, providing the correct resourcing
  • Providing updates and reports inline with objectives and KPI’s

The Package

You’ll be joining an organisation in which you can really make your mark through your work and be a key player in driving the business forward to even greater success.

You will be employed on a permanent contract with full time hours, Monday to Friday, 8:30am to 5:30pm. You will benefit from:

  • Salary in the region of £35,000 to £40,000, with the level dependent on experience
  • 10% bonus based on KPIs
  • 22 days annual leave plus bank holidays, increasing with service to 25 days
  • Medical cash benefit

Our Requirements – Head of Customer Services

  • Proven experience of running a customer contact centre within a service-based industry
  • Be a motivational and customer centric leader, with excellent leadership skills to motivate, develop and coach colleagues to strive for continuous improvement
  • Strong commercial awareness, with experience of exceeding performance targets
  • Excellent communication skills, both written and verbal
  • Strong analytical skills to interpret data and trends, and numerical skills to understand financial targets and budgets
  • Experience of using CRM systems, preferably Salesforce

Our head office is on the St Asaph Business Park in North Wales, conveniently located on Junction 26 of the A55, less than 40 minutes from Chester by car. There will be some requirement to work from home initially, due to current Covid restrictions.

All applications for this Head of Customer Services vacancy are to be submitted online.

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