Customer Operations Leader: Fulfillment & Service

Halma p.l.c; United Kingdom; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days Annual Leave

Company bonus Scheme

Halma Pension plan

BUPA health insurance

Simply Health cash plan

Job summary

FFE Ltd, part of Halma plc, seeks a Customer Services Manager in Hitchin to lead the Customer Operations function from order receipt through fulfilment and aftersales. You will build a high-performing team and ensure on-time delivery while maintaining high service levels.

Collaborating with Sales, Production, Procurement and Logistics, you will drive process improvements, manage escalations, and align customer expectations with company procedures and export controls.

Qualifications

• Proven experience in a Customer Service, Customer Operations or Supply Chain leadership role.
• Experience managing and developing customer-facing teams.
• Strong understanding of order management, planning and logistics processes.
• Experience using ERP and CRM systems.

Responsibilities

• Lead, coach and develop the Customer Operations team, creating a high-performing, customer-focused culture.
• Own customer service performance, order fulfilment effectiveness and on-time delivery coordination.
• Ensure resources and workloads are effectively managed to meet customer and business requirements.
• Act as the primary escalation point for complex customer and operational issues.
• Drive high levels of customer satisfaction through consistent delivery of excellent customer service.
• Monitor and improve customer service KPIs, implementing corrective actions where necessary.
• Build strong relationships with customers and support key customer interactions when required.
• Lead coordination between Customer Operations, Planning, Production, Procurement, Logistics and Sales to ensure customer commitments are achieved.

Skills

Leadership

Customer service

Stakeholder mgmt

Team development

Tools

ERP systems

CRM systems

Job description

FFE Ltd, part of Halma plc, seeks a Customer Services Manager in Hitchin to lead the Customer Operations function from order receipt through fulfilment and aftersales. You will build a high-performing team and ensure on-time delivery while maintaining high service levels.

Collaborating with Sales, Production, Procurement and Logistics, you will drive process improvements, manage escalations, and align customer expectations with company procedures and export controls.