Are you passionate about sustainability and ready to make an impact with a global brand driving change in their industry? Kenny Recruit’s client is a fast-growing, international group of companies established over 15 years ago.
We are looking for an experienced and people-focused Head of Customer Service to lead our Group’s customer service and operations team on a 12-month fixed-term contract. You will oversee day-to-day operations, ensure the smooth running of order processing, 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.
Pay: £50,000 – £60,000 per annum (dependent on experience) plus benefits
Location: Worcester – 5 days in the office is required
Contract: Full-Time, 12-month Fixed-Term Contract (Maternity Cover)
Working hours: 8:30am – 5.00pm
Key Responsibilities:
Customer Service/Operations:
- Lead, motivate, and support the Customer Service team, fostering a positive, customer-first culture.
- Set clear objectives and performance standards, conducting regular reviews and quality checks across all customer interactions.
- Onboard, train, and develop team members to ensure consistent service delivery aligned with brand standards.
- Manage workload allocation and team scheduling, ensuring appropriate cover during peak periods, holidays, and absences.
- Act as the key escalation point for complex customer queries and complaints, supporting the team with effective resolution and decision-making.
- Promote open communication and regular feedback within the team to encourage continuous improvement.
- Oversee day-to-day customer service and operational performance across multiple brands, ensuring SLAs and service standards are consistently achieved.
- Oversee order processing, monitor out-of-stock items, and resolve issues with customers, colleagues, and third-party partners.
- Liaise closely with warehouse, courier, purchasing, and finance teams to ensure smooth order fulfilment and accurate, timely invoicing.
- Oversee customer communications across email, telephone, and social media, ensuring all messaging reflects brand guidelines and maintains a consistent tone of voice.
- Support the development and improvement of customer service processes, systems, and tools to streamline workflows, improve efficiency, and enhance the customer experience.
Requirements:
- Proven experience in a customer service management or leadership role, ideally within an SME or product-based sales and service environment.
- Strong people management skills, with a proven ability to motivate, develop, and lead high-performing teams.
- Excellent communication and problem-solving skills, with the confidence to manage complex customer issues and escalations effectively.
- Highly organised, data-driven, and solutions-focused, with a proactive approach to continuous improvement.
- Knowledge or experience of warehouse operations would be advantageous.
- Experience using CRM, e-commerce, ERP (e.g. NetSuite), and/or order management systems.
- Strong Excel skills with the ability to use data to monitor performance and support decision-making.
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