Head of Customer Service

RD Financial Recruitment Limited; Thatcham; On-site; GBP 40,000; Full time

Job summary

A growing consumer products company in the UK is looking for a Head of Customer Services. You will manage a team to ensure high standards in customer support and develop efficient systems to enhance service delivery. Ideal candidates have experience in a customer service leadership role, strong people skills, and a passion for customer satisfaction. The role offers a salary of circa £40,000 plus benefits, and is office-based from Monday to Friday.

Benefits

Bonus scheme

20 days holiday plus bank holidays

Office-based role

Qualifications

• Proven experience in a customer service leadership role.
• Strong people management skills.
• Highly organized and able to prioritize.

Responsibilities

• Lead and manage a customer service team to maintain high standards.
• Oversee the order management process for accuracy.
• Proactively resolve customer queries.

Skills

Customer service leadership

People management

Organizational skills

IT literacy

Communication skills

Customer experience focus

Tools

Microsoft Excel

Job description

Introduction

We are hiring for an ambitious and growing business within the consumer products sector. To support their next phase of growth, we are seeking a Head of Customer Services to lead their customer support function, ensuring their clients receive a seamless and professional experience.

This is a fantastic opportunity for a motivated leader to shape a department, develop a team, and play a pivotal role in building a customer-first culture.

The Role

As Head of Customer Services, you will manage and develop a small team responsible for processing customer orders, resolving queries, and ensuring a smooth end-to-end service. You’ll work closely with colleagues across operations, logistics and finance to ensure customers receive a professional, efficient and proactive service at all times.

You will also have the opportunity to introduce new systems and processes to improve efficiency, drive customer satisfaction, and ensure service delivery is best-in-class.

Key Responsibilities

• Lead, manage and support the customer service team to deliver consistently high standards.
• Oversee the end-to-end order management process, ensuring accuracy and timeliness.
• Proactively resolve customer queries and provide excellent communication throughout.
• Develop efficient systems and processes to enhance the customer experience.
• Collaborate with internal teams to ensure smooth operations and resolution of any issues.
• Monitor KPIs, reporting performance to senior management and recommending improvements.
• Act as the voice of the customer within the business, identifying opportunities to improve service delivery.

About You

• Proven experience in a customer service leadership role, ideally within a product-led or distribution environment.
• Strong people management skills, with the ability to inspire, mentor and develop a team.
• Highly organised, able to prioritise and multi-task effectively.
• IT literate, with confident use of Microsoft Office (particularly Excel).
• Excellent communication skills, both written and verbal, with a professional and approachable manner.
• Passionate about delivering outstanding customer experiences.

What’s on Offer

• Salary: Circa £40,000 DOE + bonus scheme
• 20 days holiday plus bank holidays
• Office-based role, Monday – Friday, 8:30am – 5:00pm
• The opportunity to shape and lead a key function in a growing, forward-thinking business

If you are a driven, customer-focused leader ready to make a real impact, we would love to hear from you.

Apply now with your CV to be considered.