Head of Aftersales & Customer Experience | 4-Day Week Option

Hawk 3 Talent Solutions; Bradford; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

4-day week option

Flexible hours 6:00am-6:00pm

Job summary

Bradford-based consumer products business seeks an experienced Head of Aftersales to own Customer Service, Returns and Parts operations, driving improvements in customer experience and operational performance.

The role leads the Aftersales team, sets KPIs, optimises processes, and partners with other departments to deliver a seamless customer journey. 4-day week option and flexible hours may be available.

Qualifications

• Proven experience leading Customer Service / Aftersales operations.
• Experience managing returns, parts or product-related customer enquiries.
• Strong understanding of KPIs, performance management and continuous improvement.
• Proven people-management and coaching experience.
• Experience working with e-commerce or online selling platforms.
• Excellent communication and organisational skills.
• A proactive, commercially aware and solutions-focused approach.
• The confidence to challenge existing processes and implement change.

Responsibilities

• Take overall ownership of Customer Service, Returns and Parts.
• Lead, coach and develop the aftersales team.
• Review and improve existing processes, systems and ways of working.
• Establish clear KPIs and performance measures, driving accountability and continuous improvement.
• Improve response times, resolution rates, returns handling and customer satisfaction.
• Manage relationships with external system providers, couriers and online selling platforms.
• Analyse customer feedback, complaints, returns and operational data to identify trends and opportunities.
• Develop a solutions-focused culture, encouraging the team to find answers rather than simply identify problems.
• Provide regular performance reporting and recommendations to senior management.
• Lead projects designed to improve efficiency, reduce costs and enhance customer experience.
• Work closely with other departments to improve communication and service delivery.
• Oversee recruitment, onboarding, training, performance management and development.
• Identify opportunities to reduce errors and continually improve the customer journey.

Skills

Leadership experience

People management

Analytical skills

Problem-solving

Job description

Bradford-based consumer products business seeks an experienced Head of Aftersales to own Customer Service, Returns and Parts operations, driving improvements in customer experience and operational performance.

The role leads the Aftersales team, sets KPIs, optimises processes, and partners with other departments to deliver a seamless customer journey. 4-day week option and flexible hours may be available.