Wolverhampton, UK
How the role will make an impact:
We are seeking a dynamic and strategic Customer Service and Internal Sales Director to lead our customer-facing teams and drive growth through exceptional service delivery and high-performance internal sales. This role is responsible for developing and executing strategies that enhance customer satisfaction, streamline service processes, and maximize revenue from existing and new clients through internal sales initiatives.
Main Tasks & Responsibilities:
- Define and implement the overall customer service and internal sales strategy aligned within the company goals.
- Lead, mentor and develop a high-performing team of customer service and internal sales professionals.
- Collaborate with the senior leadership team to drive customer-centric initiatives and sales performance.
- Oversee customer service operations to ensure outstanding customer support, timely response and issue resolution.
- Establish and monitor service KPIs, customer satisfaction metrics (e.g., CSAT, NPS) and continuous improvement processes.
- Develop training programs and knowledge resources to enhance service delivery and professionalism.
- Drive internal sales efforts including upselling, cross-selling and renewals through proactive account management.
- Develop and refine internal sales processes, Escrituras and tools to improve conversion and customer engagement.
- Partner with marketing to create effective campaigns that support inside sales efforts. ? Recruit, train and coach team members to ensure consistent professional growth and performance excellence.
- Set clear objectives and performance targets; conduct regular reviews and feedback sessions. Internal Vacancy
- Foster a culture of accountability, collaboration and customer-first thinking.
- Work closely with Product, Marketing, Finance and Operations to ensure seamless customer journeys and feedback loops.
- Represent the voice of the customer in strategic planning discussions and initiatives.
Key Skills:
- Proven experience in a senior leadership role within customer service and/or internal sales.
- Strong background in team leadership, performance management and change leadership.
- Demonstrated success in driving customer satisfaction and internal sales growth.
- Excellent communication, interpersonal and organizational skills.
- Data-driven mindset with the ability to interpret KPIs and drive actionable insights.
- Proficiency with CRM and customer service software.