Customer Service Director

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As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role

The Customer Service Director will be responsible for the overall operational management of all German, Italian and Iberian Customer Service activities within their nominated area of responsibility.

This currently includes the following regions:

• Transport customers and operators

• Parking customers and operators

• Any other customer nominated by the business

In addition, this position will provide cover for the other Customer Service Directors during periods of absence, providing leadership and direction to the other Flowbird Customer Service regions .

Main Responsibilities

Operational:

• To deliver exemplary customer service, both individually and through the Customer Service team, including maintaining customer relationships and ensuring existing customers are keen to repeat business with us.

• Senior management of all Client Service Level Agreements. Providing the second escalation point for customers, including resolving queries escalated by the regional Service Managers and attending face-to-face meetings with clients.

• Identifying opportunities for continuous service improvements.

• To lead, develop and manage the Customer Service team, using appropriate accountable performance measures, training & development and team motivation.

• Support and advise other departmental managers as required. Contributing to effective interdepartmental communications and actively seeking to improve the quality of both products and services.

Strategic:

• To represent our business positively, take opportunities to build on our reputation within the DACH transport and parking market.

• Ensure that the Customer Service team are prepared and able to meet the future aspirations of the Arrive Business Units.

• Support the pre-sales teams in identifying and costing new business opportunities, utilising the established Customer Service team or identifying suitable service agents in new business markets .

Commercial:

• Seek to increase revenue, generate new opportunities, or extend existing arrangements.

• Be responsible for and accountable for the DACH Customer Service Profit and Loss accounts and for optimising the DACH BU service revenue intake and margins.

• Lead all Customer Service tendering activity with the DACH BU.

• Prepare and review commercial contract schedules in conjunction with the commercial team.

• Ensure all service invoices are paid on time and in full, in accordance with the agreed payment terms

Compliance:

• Work with the Global Customer Support Director and other Senior Customer Service Managers to create a culture and processes that achieve the business goals and objectives for customer service

• Provide direction and guidance to the Customer Service department on all Health & Safety issues. Work with the HSEQ Advisor to ensure that appropriate auditing of all applicable processes and procedures is undertaken and recorded.

Experience:

• A track record of delivering outstanding customer service at a senior management level.

• Extensive experience managing operational customer service teams.

• Proven management of contract SLAs at a senior management level.

• In-depth SME knowledge of customer service delivery within the sector.

Core skills:

• The ability to lead, motivate and manage high-performing Customer Service teams.

• Excellent written and verbal communication skills. Financial aptitude and an understanding of budgets and contract costs.

• A good level of core IT skills, specifically Microsoft Office and Google applications, including Word, Excel, PowerPoint and Visio.

• Highly developed time-management skills, including working to deadlines and a commitment to delivering on time and to the satisfaction of internal and external customers.

Other Skills:

• Proven interpersonal skills and emotional intelligence. Ability to manage internal working relationships and to conduct client meetings, potentially complex and/or contentious, professionally.

• Ability to work within a demand-led environment, demonstrating tenacity, self-motivation, adaptability and problem-solving skills.

• A positive attitude and a ‘can-do’ approach to challenges.

Reports to:

• Global Customer Service Director