Head of Customer Service

ZendBox; Whetsted; On-site; GBP 50,000 - 80,000; Full time

Job summary

A dynamic fulfilment company in the UK is seeking a Head of Customer Service to lead a high-performing team. This role involves developing service strategies, enhancing client satisfaction, and implementing best practices. The ideal candidate has significant leadership experience, a strong understanding of customer service technology, and a data-driven mindset. Benefits include competitive salary, career development opportunities, and a collaborative work culture.

Benefits

Competitive salary

Career development opportunities

On-site parking

Supportive work culture

Paid Birthday leave

Free food and drinks

Qualifications

• Proven leadership experience in a customer-centric organization.
• Minimum 5 years in customer service, including 2+ years in management.
• Experience in scaling service teams and strategic roles.

Responsibilities

• Lead and manage a high-performance customer service team.
• Develop and execute operational service strategies.
• Enhance customer satisfaction and retention.

Skills

Customer-centric leadership

Customer service technology

Data-driven decision making

Excellent communication

Negotiation skills

Stakeholder management

Fast-paced adaptability

Planning and prioritization

Tools

Ticketing systems

CRMs

Job description

Overview

At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up. We’re scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.

Responsibilities

• Lead a high-performance team and manage both our internal customer service function and outsourced bureau contact centre to deliver exceptional end-to-end service for external clients.
• Develop and execute service strategies that drive quality, consistency, and operational efficiency; act as the voice of the customer within the business.
• Oversee team performance, resource planning, and service delivery standards; foster a proactive, client-centric culture that underpins long-term partnerships and sustainable growth.
• Design and deliver a high-performing customer service strategy aligned with business goals.
• Liaise with external clients and implement solutions to sell our contact centre services to existing customers.
• Build, recruit, and scale a high-performing team with clear objectives and KPIs; lead and inspire the team to create a proactive, customer-first culture.
• Drive customer satisfaction and retention by continuously improving service levels; establish and oversee SLA adherence and ensure efficient and timely resolution of customer queries.
• Partner with Sales, Operations, and Tech to escalate and resolve complex customer issues.
• Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements.
• Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings.
• Maintain and optimise customer service systems, tools, and processes (e.g., ticketing, CRM, FAQs).
• Support onboarding of major clients by ensuring smooth handover to the service team.
• Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions.
• Review technology and systems using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless.

Key Deliverables

• Implementing a solution where we can sell our contact centre services to existing customers.
• Create and maintain a world-class customer service operation.
• Ensure all customer service KPIs are met or exceeded.
• Develop talent within the team to foster growth and accountability.
• Improve resolution times and customer satisfaction scores across channels.
• Drive inter-departmental alignment around customer needs.

Skills and Experience Required

• Proven leadership experience in a customer-centric organization and the ability to lead and scale a high-performing service team.
• Strong understanding of customer service technology (e.g., ticketing systems, CRMs).
• Data-driven mindset with the ability to extract insights and act on them.
• Excellent communication, negotiation, and stakeholder management skills.
• Proactive, hands-on leader with a “can-do” attitude.
• Scale-up experience and experience of working with small teams is essential.
• Minimum 5 years in customer service roles, including 2+ years in management or strategic roles.
• Ability to thrive in a fast-paced, high-growth environment.
• Strong planning, organisational, and prioritisation skills.

Benefits

• Competitive salary
• Career development opportunities and ongoing training
• On-site parking
• Supportive and collaborative work culture
• Paid Birthday leave
• Free food and drinks