Strand Bridge House
138-142 The Strand
Closing date: 27/01/2013
Head of B2B Customer Service
Company: TFPL Ltd
Location: London (Central)
A leading International provider of Business Information and Services is seeking an experienced management professional to head up their Business to Business Customer Service team. Reporting to the Support and Operations Director you will be responsible for leading a team of global customer facing staff and ensuring that exceptional support services are delivered to existing and prospective customers to increase existing and drive new business.
In this role you will define, shape and deliver the B2B Customer Service strategy in line with the business goals and objectives and manage a team of approximately 40 providing pre and post sales support and customer service to customers and partners. This will include the product support team, sales support team, product consultants and an offshore helpdesk function. You will lead, motivate and develop staff in the team through regular and effective coaching, mentoring, appraisals and communication. You will work closely with sales to ensure revenues are maximised by the provision of an excellent support service.
To apply for this role you will have customer service management or supervisory experience and will have managed remote staff preferably outside of UK. Ideally you will have held a sales role at some stage in career or will be used to working closely with sales teams. You will have experience of working in the Media or an associated industry that has a high degree of technology or with web based technologies and will be familiar with using KPIs and data to manage businesses. You will have experience of strategic planning and change management. You will have strong coaching, mentoring and staff development skills and will possess excellent written and verbal presentation skills. You will be comfortable working at all levels within an organisation and will have a high level of initiative and self motivation.
£65k + bonus
TFPL operates as both an employment agency and an employment business.
If you do not hear back from us within 2 working days, then unfortunately your application has been unsuccessful.