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Service Development Lead

  • Location

    London, England

  • Sector:

    FMCG / Consumer Goods

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Luke Moss

  • Contact email:

    lukemoss@cartermurray.com

  • Salary high:

    60000

  • Salary low:

    40000

  • Job ref:

    889713_1515513851

  • Published:

    10 months ago

  • Expiry date:

    2018-02-08

Our client, a leader within their industry, is looking for a Service Development Lead to ensure the continuous improvement of their new, innovative products.

This businesses has exciting plans for growth and progression in 2017.

As a Service Development Lead, your responsibilities will include the following:

  • Gathering customer insights, and translate them into customer service enhancements for the business to develop
  • Drive innovation customer services; identify latest trends and best practices from within the business and the wider market, maintaining a roadmap of potential developments
  • Monitor and report on improvements performance service monitoring, performance and escalation; with customers at the centre of your focus, coordinate internal and external stakeholders to guarantee customer satisfaction
  • Act as a co-ordination point between the customer care supervisor and service providers to improve service and resolve customer issues
  • Coordinate activities with finance and logistics to ensure that all invoicing/crediting/refunding etc. are completed with minimal delay to the customer, and all escalations are resolved in a timely manner
  • Coordinate across functions to plan for exceptional events that impact on customers experience and ensure consistent delivery of services

Requirements:

  • 4+ years' experience working across business functions or leading Customer Services / Supply Chain
  • Passion for Customer Service excellence
  • Experience of managing and coordinating teams from different parts of the business
  • Excellent analytical and problem solving skills and ability to implement changes
  • Self-starter who is comfortable taking the initiative and demonstrates curiosity in keeping ahead of customer service developments
  • Advantageous: e-commerce background and hands-on knowledge of back end solutions
  • Strong knowledge of Microsoft Office Suite (Excel, PowerPoint, Word and Outlook),

SR Group is acting as an Employment Agency in relation to this vacancy.