Head of Customer Service

Are you an experienced customer service leader who thrives on building high-performing teams and delivering exceptional customer experiences?

We're partnering with a well-established, growing commercial business that supplies innovative products to organisations across the UK. With a strong reputation for customer service and a commitment to responsible business practices, the company continues to invest in its people, technology and long-term growth.

As Head of Customer Service, for a 12 month fixed term contract, you'll lead a customer-focused team, oversee day-to-day operations, and drive continuous improvements across customer support, order processing and sales support. This is a hands-on leadership role where you'll work closely with multiple departments to ensure an outstanding customer journey from enquiry through to delivery.

Salary Expectations: £45,000 - £55,000 per annum (dependent on experience) + benefits

Working Hours: 8:30am - 5pm

Location: Worcester (5 days a week in the office)

The Role

You'll be responsible for leading and developing the customer service function while ensuring operational excellence across the business. You'll create a positive, high-performing culture, improve processes, and collaborate with internal teams to deliver an exceptional customer experience.

Key Responsibilities

• Lead, coach and develop the Customer Service team, creating a positive, customer-first culture.
• Set objectives, monitor performance and carry out regular quality reviews across customer interactions.
• Recruit, onboard and train team members to ensure consistently high service standards.
• Manage team workloads and resource planning to ensure excellent service levels are maintained.
• Act as the escalation point for complex customer queries and complaints.
• Drive continuous improvement through regular team feedback and coaching.
• Oversee daily customer service operations, ensuring KPIs and service levels are consistently achieved.
• Manage order processing, stock-related queries and customer communications.
• Build strong working relationships with warehouse, purchasing, finance and logistics teams to ensure seamless order fulfilment.
• Analyse customer feedback and identify opportunities to improve the customer journey.
• Oversee customer communications across phone, email and digital channels.
• Improve customer service systems, processes and knowledge resources to increase efficiency.
• Support inbound sales enquiries by ensuring the team provides outstanding product knowledge and customer support.
• Work collaboratively with commercial and purchasing teams to support larger customer requirements.
• Identify opportunities to strengthen customer relationships and contribute to business growth through proactive customer engagement.

About You

You'll be an experienced customer service leader who enjoys developing people and improving processes. You'll be commercially aware, highly organised and passionate about delivering an exceptional customer experience.

You'll ideally have:

• Previous experience leading a customer service or customer operations team within a B2B, e-commerce or commercial environment.
• A proven track record of managing, coaching and developing successful teams.
• Excellent communication and problem-solving skills with the confidence to manage customer escalations.
• Strong organisational skills with a data-driven approach to continuous improvement.
• Experience using CRM, ERP or customer service platforms such as Pipedrive, NetSuite or Zendesk.
• Strong Excel skills, with experience using Power BI highly advantageous.
• A proactive, collaborative approach with the ability to build relationships across multiple departments.

Next Steps

Shortlisted candidates will obviously be contacted for this specific role and if you haven't heard from us within a week, please assume you have been unsuccessful on this occasion. We'd love to give feedback to every applicant but due to the sheer volume of applications we receive, unfortunately this just isn't possible.

We will keep your CV on file to contact you with regards to future roles and any other advice to help you. Alternatively, feel free to contact us for a chat.