Head of Customer Service

Elevation Recruitment Group; Wakefield; On-site; GBP 70,000 - 110,000; Full time

Job summary

Elevation Recruitment Group is seeking an experienced Head of Customer Service to lead the function and shape the next stage of its customer strategy. The role requires strategic and operational leadership to ensure an outstanding customer experience from initial enquiry through to order fulfilment and beyond.

The successful candidate will lead a sizeable team, set performance standards, and collaborate with Sales, Production, and Supply Chain to drive improvements, culture and commercial growth.

Qualifications

• Significant experience in a senior customer service leadership role.
• Experience managing and developing customer service teams.
• Strong knowledge of customer service KPIs, processes and performance management.
• Proven record of delivering service improvements.
• Excellent stakeholder management and communication skills.
• Commercially aware and customer-focused mindset.

Responsibilities

• Lead and develop a customer service team with ownership and accountability.
• Set and monitor service standards, KPIs and performance objectives.
• Review and improve end-to-end customer journey.
• Improve response times, order management and issue resolution.
• Build relationships with key customers and internal stakeholders.
• Collaborate with Sales, Operations, Production, Supply Chain and Logistics.
• Take ownership of complex customer escalations.
• Identify recurring issues and implement sustainable solutions.
• Develop reporting and insights on customer and team performance.
• Lead continuous improvement initiatives across the function.
• Coach and develop managers and team leaders to strengthen capability.
• Contribute to wider business strategy as part of the senior leadership team.

Skills

Senior leadership

Customer service leadership

Stakeholder management

KPI management

People development

Job description

Elevation Recruitment Group are working exclusively with a successful business to appoint an experienced Head of Customer Service to lead its customer service function and shape the next stage of its customer strategy.

This is a senior leadership opportunity for an individual who understands that exceptional customer service is about much more than answering queries - it is about creating the right structure, developing people and building a service culture that supports commercial growth.

The role would suit someone with experience in a manufacturing, engineering, technical or product-led environment, where customer relationships, order fulfilment and internal collaboration are critical to success.

What You’ll Be Doing

As Head of Customer Service, you will provide strategic and operational leadership across the customer service function, ensuring customers receive an outstanding experience from initial enquiry through to order fulfilment and beyond.

• Lead and develop a customer service team, creating a culture of ownership and accountability
• Set and monitor service standards, KPIs and performance objectives
• Review and improve the end-to-end customer journey
• Drive improvements in response times, order management and issue resolution
• Build strong relationships with key customers and internal stakeholders
• Work closely with Sales, Operations, Production, Supply Chain and Logistics
• Take ownership of complex customer escalations
• Identify recurring issues and implement sustainable solutions
• Develop reporting and insight to understand customer and team performance
• Lead continuous improvement initiatives across the function
• Coach and develop managers and team leaders to strengthen capability
• Contribute to wider business strategy as part of the senior leadership team

What We’re Looking For

You’ll be an established customer service leader with the credibility and experience to lead a sizeable function and influence change across the wider business.

Ideally, you will have:

• Significant experience in a senior customer service leadership role
• Experience managing and developing customer service teams
• Strong knowledge of customer service KPIs, processes and performance management
• A proven record of delivering service improvements
• Excellent stakeholder management and communication skills
• A commercially aware and customer-focused mindset
• Strong problem-solving and decision-making capability
• Experience working within a manufacturing, engineering, technical, distribution or product-led environment

Most importantly, you’ll be a visible and engaging leader who can build trust, challenge existing processes and inspire a team to deliver consistently high standards.

This is an opportunity to join an established business where customer service is recognised as a key part of the wider commercial operation, with genuine scope to influence, improve and lead from the front.