Customer Service Director

ZITKO Ltd; England; On-site; GBP 70,000 - 80,000; Full time

Job summary

A dynamic service operations firm in Oxfordshire is seeking a Customer Service Director to lead their team and enhance customer service delivery. The ideal candidate will have proven leadership experience, excellent communication skills, and a strong background in scheduling engineering resources. This role offers a competitive salary between £70,000 - £80,000, annual bonus opportunities, and a chance to shape a growing function within a collaborative environment.

Benefits

Annual bonus opportunity

Supportive leadership team

Competitive salary based on experience

Autonomy to shape the function

Qualifications

• Proven leadership experience in a customer service or service operations environment.
• Strong background in scheduling engineering or technical field resources.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and motivate the Customer Service Centre team.
• Oversee scheduling of field-based engineers to meet SLAs.
• Champion process improvements and customer satisfaction.

Skills

Leadership experience

Scheduling engineering resources

Excellent communication

Stakeholder management

High computer literacy

Collaborative mindset

Tools

Excel

Freshdesk

Job description

Overview

Customer Service Director – Location: Oxfordshire | Salary: £70,000 - £80,000 (DOE) + Annual Bonus opportunity | Job Type: Full Time, Permanent

Responsibilities

• Lead, coach and motivate the Customer Service Centre team to consistently deliver first-class service.
• Oversee the efficient scheduling of field-based engineers to meet SLAs across PPM, reactive maintenance and emergency call-outs.
• Champion process improvements and customer satisfaction across all service touchpoints.
• Manage the National Administration Desk and Customer Portal teams.
• Implement and track KPIs to continuously improve service performance and team output.
• Collaborate with Key Account and Operational teams to ensure seamless service delivery.

What We're Looking For

• Proven leadership experience in a customer service or service operations environment.
• Strong background in scheduling engineering or technical field resources.
• Excellent communication and stakeholder management skills.
• A hands-on, proactive approach with a passion for delivering service excellence.
• High level of computer literacy, especially in Excel and customer service platforms (e.g., Freshdesk).
• A collaborative mindset with the ability to coach, develop and inspire others.

What’s On Offer

• Competitive salary of £70,000 - £80,000 depending on experience.
• Annual performance-related bonus.
• Autonomy to shape a growing function within a forward-thinking business.
• Supportive leadership team and collaborative culture.
• The opportunity to make a tangible impact on both service quality and operational success.