Head of Customer Service

The Head of Customer Service role will manage a multi site, multi team operation spanning Customer Service, Order Management, Inbound Supply and distribution across the business. The role will also focus on the implementation of new EDI & CRM Systems

Client Details

Our Client is a market-leading manufacturing and FMCG organisation with a nationwide footprint, supplying thousands of customers through a complex multi-site production, warehousing and distribution network. Their success is built on operational excellence, customer focus and a commitment to delivering outstanding service across every stage of the supply chain.

Description

• Develop and execute the customer service strategy across a multi-site operation.
• Lead, coach and develop customer service leadership teams and front-line colleagues.
• Drive service excellence through the optimisation of processes, systems and customer journeys.
• Own customer service KPIs including OTIF, order accuracy, response times, complaint resolution and customer satisfaction.
• Work cross-functionally with Supply Chain, Production, Logistics and Commercial teams to improve end-to-end service delivery.
• Identify opportunities to simplify processes, increase efficiency and reduce cost-to-serve.
• Use data and customer insight to drive continuous improvement initiatives.
• Manage customer escalations and major service incidents, ensuring swift and effective resolution.
• Champion a culture of accountability, engagement and continuous improvement.
• Lead customer service transformation projects, including technology and CRM enhancements.
• Support key customer relationships and contribute to customer retention and growth strategies.
• Ensure robust governance, compliance and service standards are maintained across all locations

Profile

A successful Head of Customer Service should have:

• Experience within a similar Manufacturing, FMCG, Supply Chain or e-commerce led function
• Mulit-team management - desirable
• Multi-site management - desirable
• Experience working with and/or implementing new EDI / CRM Systems
• Strong people leadership skills

Job Offer

• Base Salary between £50,000 and £60000, dependent on the level of experience.
• Car Allowance
• Permanent position based in Wakefield / Dewsbury - straight off the M62
• Opportunity to lead and shape a customer service team in the industrial and manufacturing sector.
• Generous wider benefits including holiday allowance, private pension and much more