Head of Customer Service (m/w/d)

Your Role at BELKAW

As Head of Customer Service (m/w/d), you will be responsible for the customer-friendly and sales-oriented overall management of our customer service in the private and commercial customer segment (B2C).

You will lead the department both professionally and disciplinarily, ensuring that high customer satisfaction, efficient processes, and a very low Cost-to-Serve go hand in hand. With a clear view on quality, economy, and people, you will develop the customer service continuously - strategically, operationally, and culturally. You will work closely with the management team and all relevant organizational units together and represent the interests of the customer service both internally and externally.

We Offer

· A responsible leadership position with a high degree of design freedom in a future-proof municipal energy company

· The opportunity to actively develop and shape the customer service of BELKAW

· You will actively shape the energy supply in our region and bring your ideas directly into play.

· Flexible working time models with up to 50% home office share

· An open, collegiate environment with short distances and a strong sense of community

· Open learning culture that recognizes and promotes your potential in a future-proof industry

· Attractive benefits, including [e.g. company pension plan, energy cost allowance, premiums, job bike, holiday allowance, supplementary health insurance, remuneration according to TV-V, job ticket, etc.].

Your Tasks

• Strategy & Leadership: Development of the customer service strategy in consultation with management, setting clear goals, tasks, and responsibilities, as well as deriving measurable partial targets (KPIs) for employees

• Steering & Monitoring: Operationalization of goals and continuous monitoring of goal achievement, particularly in terms of processing all service and customer inquiries through various contact channels

• Task Allocation, Personnel Planning, and Staffing Plan to ensure availability and service quality

• Qualification Alignment and Personal Development Needs

• Coordination and Steering of External Service Providers

• Process & System Management: Regular analysis of ongoing processes (particularly mass processes), identification of disruptions, and derivation of measures including workarounds in collaboration with the departments

  • Implementation of process and system analyses including cost-benefit consideration for further development of workflows

• /Benefit Consideration to further develop processes

• Quality & Efficiency: Reduction of non-value-adding customer contacts, e.g. through expansion of self-service solutions

• Establishment and Further Development of IKS and QS Measures

• Budget & Steering: Planning, steering, and monitoring of budgets, costs, and results of the customer service

• Accompaniment of External Audits (e.g. Revision, Auditor)

• Network & Collaboration: Participation in external exchange rounds (e.g. job center, consumer center, debt counseling)

• Development and implementation of helper projects together with internal and external partners

Your Profile

· Completed diploma or master's degree with a business administration background or a completed vocational training with many years of relevant work experience

· In-depth knowledge of customer service as well as handling accounting systems

· Very good knowledge of the MS-Office package

· Excellent communication and leadership skills, as well as high customer orientation

· Analytical thinking, problem-solving strength, and decision-making ability

· Flexibility, reliability, and a structured, responsible work style

· Analytical thinking and experience in KPI analysis and reporting

• Communication strength and confident appearance when dealing with internal and external partners
• Self-reliant, structured, and solution-oriented work style

Apply now and become part of the BELKAW family! Send us your complete application documents with salary expectations and your earliest possible start date.

We look forward to your application!

Find Jobs in Germany on Arbeitnow