Head of Customer Service

Michael Page (UK); Sheffield; Hybrid; GBP 55,000 - 65,000; Full time

Job description

Head of Customer Service

Manufacturing & Supply Chain

About Our Client

Page Group are delighted to be partnering with a national market leader within the manufacturing sector, who are now looking for a new Head of Customer Service to join them at their South Yorkshire office.

This role will be pivotal in driving business strategy and creating a culture of world class customer service across the group.

Job Description

1. Lead the customer service division to deliver world class customer service to customers during every interaction via phone and email.
2. Customer Service activities include Order Processing, After-sales, Complaints, Quotations and arranging dispatch.
3. Direct responsibility for managing logistics partner performance, ensuring SLA agreements are achieved in line with contractual agreements, highlighting and managing under-performance.
4. Provide Managers (direct reports) with all the resource, tools & knowledge to be successful and support their teams on a daily basis.
5. Own the continuous improvement programme across customer service, striving to improve customer journey across all touch-points focusing on people, process, procedures and systems.
6. Regularly review process and procedures to identify gaps, faults and opportunities for improvement, creating actionable changes that will improve customer satisfaction & operational efficiency.
7. Work closely with production & planning functions to understand lead times, product availability and progress against customer orders, proactively managing any upcoming issues and keeping customers informed of potential changes.
8. Manage relationships with key customers through regular operational review - understanding performance vs contractual expectations, and identifying areas where improvements can be made.
9. Work closely with sales to create a seamless customer journey from contractual agreement to BAU, providing sales with support where required.
10. Create, present and act upon reports focused on service and customer behaviour, analysing trends and making actionable changes based on findings.

The Successful Applicant

1. Experience leading a Customer Service function.
2. Experience managing Managers or Team Leaders (must have).
3. Understanding of process improvement.
4. Able to evidence continuous improvement experience.
5. Strong customer focused people leader.

What's on Offer

This is an amazing opportunity to join a leading national business in the capacity of Head of Customer Service based at their offices in South Yorkshire. The role will include occasional travel to other UK sites and also customer sites.

1. Salary - £55,000 - £65,000
2. Car / Car Allowance
3. up to 10% company bonus
4. Generous holiday allowance
5. Hybrid working
6. Various other customer benefits

Due to the nature of the role the successful candidate will have a full UK Driving Licence.