Head of Customer Service

Head of Customer Service

York | On-site Monday - Friday

Our client is a growing and established engineering business looking for a Head of Customer Service to oversee all aspects of customer service operations.

Key Responsibilities

• Business Growth & Strategy: Drive significant growth over the next five years through optimised operations, strategic partnerships, and enhanced customer and supplier relationships.
• Operational Excellence: Ensure high-quality, on-time delivery of products and services while continuously improving efficiency and performance.
• Leadership & Culture: Foster a high-performing, accountable team with strong leadership, collaboration, and employee retention.
• Safety & Risk Management: Promote a safety-first culture, proactively identifying and resolving risks.
• Financial & Performance Oversight: Manage budgets, control costs, and analyse financial data to drive profitability and efficiency.
• Customer Service Leadership: Oversee daily operations, resolve escalations, implement process improvements, and enhance customer satisfaction.
• Cross-Functional Collaboration: Engage in senior leadership initiatives, communicate strategic goals across the business, and lead large-scale projects as needed.
• Continuous Improvement: Monitor key metrics, refine processes, and adapt strategies to align with business objectives.
• Stakeholder Engagement: Work closely with senior leaders and provide key insights to the Board

Experience & Skills Required

• Qualifications & Experience: Bachelor's degree with a minimum of 5 years in an operations role; engineering background preferred.
• Technical Proficiency: Skilled in IT systems and applications within fast-paced environments; strong data analysis and reporting capabilities.
• Leadership & Strategy: Sets high personal and professional standards, leads by example, and helps define departmental goals, strategy, and structure.
• Communication & Customer Focus: Excellent written and verbal communication skills, outstanding customer service abilities, and the ability to convey expectations clearly.
• Problem-Solving & Innovation: Resilient under pressure, adaptable, and innovative in developing efficient solutions.
• Financial & Organisational Management: Strong planning, budgeting, and financial control skills, ensuring cost-effective operations and informed decision-making.

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