Head of Customer Service 12m FTC
Customer Service Lead £55-60K plus package Office based – Worcester
We are working with a trusted provider of sustainable food packaging to the UK food industry This person will oversee day-to-day operations, ensure the smooth running of order processing end-to-end and most importantly, deliver an excellent customer experience across multiple brands. This role combines hands-on problem solving with leadership, process improvement, and cross-functional collaboration.
As Head of Customer Service, you will be responsible for leading and developing the customer service function, ensuring customers receive a consistently excellent experience while supporting the efficient day-to-day operation of the business.
Key responsibilities include: Leading, coaching and developing a customer service team to deliver outstanding service. Managing team performance, setting objectives and conducting regular quality reviews. Handling complex customer escalations and supporting the team with issue resolution. Overseeing order processing and ensuring service levels are consistently achieved. Working closely with warehouse, logistics, purchasing and finance teams to ensure smooth order fulfilment. Identifying opportunities to improve processes, systems and ways of working. Supporting workforce planning, scheduling and resource management to ensure appropriate team coverage.
The successful candidate will have: People Management experience as this role is leading a team of 4 Experience in manufacturing Customer service roles Ability to lead by example and manage, develop, and support the Sales Team High working level of excel and PowerPoint Analytical with good communication skills Exceptional Organisation and Planning skills
Details and benefits: Office based – Worcester £55-60k plus bonus & benefits package
If you're a hands-on leader who enjoys improving processes, developing people and delivering exceptional customer experiences, we'd love to hear from you.
Apply now quoting reference 9/17791/7 . Confidentiality assured
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