Head of Customer Service

Head of Customer Service - DTC

Essex - Permanent | Full-Time

Highly Competitive Salary & Bonus

We are hiring a visionary Head of Customer Service to transform our client's customer service operation, ensuring they meet the increasing demands of their direct-to-consumer (D2C) business. If you have a passion for transformation, efficiency, and delivering an outstanding customer experience, this is the role for you!

The Role

As Head of Customer Service, you will be pivotal in developing a seamless, customer-centric experience while ensuring scalability and efficiency across multiple service channels, including online marketplaces, proprietary websites, and app-based platforms. Your leadership will be instrumental in shaping a high-performing team, driving continuous improvement in user experience (UX) and aligning service operations with business growth.

ResponsibilitiesCustomer Service Strategy & Optimisation:

• Assess and implement scalable, efficient customer service frameworks aligned with business objectives.
• Recommend and integrate cutting-edge customer service software, including ticketing and automation tools.
• Develop and implement high-quality service standards to enhance customer satisfaction and responsiveness.

Leadership & Team Development:

• Recruit, train, and mentor a high-performing customer service team across inbound calls, email, and digital platforms.
• Foster a performance-driven culture, encouraging engagement and accountability within the team.

Performance Management:

• Monitor and analyse key service KPIs, including Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), and complaint resolution.
• Continuously refine service delivery models and performance reports to drive improvements.

Operational Excellence:

• Build strong internal and external stakeholder relationships to align objectives and optimise service delivery.
• Drive continuous improvement initiatives through root cause analysis, enhancing customer and colleague satisfaction.

Skills & Qualifications:

• Proven experience managing and transforming customer service operations in a B2C/D2C environment.
• Expertise in implementing scalable processes, automation, and ticketing systems.
• Strong leadership skills with the ability to engage, inspire, and develop teams in high-pressure environments.
• Analytical mindset with the ability to interpret performance data and make data-driven decisions.
• Excellent communication and interpersonal skills, adaptable to various audiences and business contexts.
• Commercial acumen with a focus on achieving KPIs and driving business growth.
• Experience managing multi-channel customer service operations, including inbound, outbound, and digital platforms.

If you are a forward-thinking leader passionate about delivering top-tier customer service, contact Samantha Chambers or Sarah Palmer; we are shortlisting immediately. Apply now to be part of a journey toward customer service excellence.

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