Head of Customer Service

Zendbox | eCommerce Fulfilment Specialist

Whetsted

On-site

GBP 50,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Career development opportunities

On-site parking

Supportive work culture

Paid Birthday leave

Free food and drinks

Job summary

A leading eCommerce fulfilment company in the UK is seeking a Head of Customer Service to develop a high-performing team and enhance customer experience. The role includes managing internal functions and a contact centre, focusing on client satisfaction and operational efficiency. The ideal candidate should have a strong leadership background and a proactive approach to problem-solving. Offering a competitive salary between £50,000 to £60,000 and various employee benefits, this full-time position promises significant career development opportunities in a dynamic environment.

Qualifications

Minimum 5 years in customer service roles, including 2+ years in management.
Proven ability to lead and scale high-performing teams.
Experience thriving in a fast-paced, high-growth environment.

Responsibilities

Lead high-performance customer service team and manage service delivery.
Develop and execute service strategies to enhance customer satisfaction.
Improve resolution times and customer satisfaction across channels.

Skills

Leadership experience

Customer service technology

Data-driven mindset

Communication skills

Negotiation skills

Proactive leadership

Planning and organisation

Tools

Ticketing systems

CRMs

Job description

3 days ago Be among the first 25 applicants

Zendbox | eCommerce Fulfilment Specialist provided pay range

This range is provided by Zendbox | eCommerce Fulfilment Specialist. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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.

The Head of Customer Service is responsible for leading a high-performance team and managing both our internal customer service function and outsourced bureau contact centre to deliver exceptional, end to end service for our external clients. This role is pivotal in ensuring seamless communication and support across all client touchpoints from initial contact through to final resolution. Acting as the voice of the customer within the business, they will develop and execute service strategies that drive quality, consistency, and operational efficiency. With a hands‑on approach, they will oversee team performance, resource planning, and service delivery standards, while fostering a proactive, client‑centric culture that underpins long‑term partnerships and sustainable business growth.

Requirements

Design and deliver a high-performing customer service strategy aligned with business goals
Liaise with external clients, implementing a solution where we can sell our contact centre services to existing customers
Build, recruit, and scale a high-performing team with clear objectives and KPIs. Leading and inspiring the team to create a proactive, customer‑first culture
Drive customer satisfaction and retention by continuously improving service levels
Establish and oversee SLA adherence, ensuring efficient and timely resolution of customer queries
Partner with Sales, Operations, and Tech to evolve 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
Technology and systems review 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 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 essential
Minimum 5 years in customer service roles, including 2+ years in management or strategic role
Ability to thrive in a fast‑paced, high‑growth environment
Strong planning, organisational, and prioritisation skills

Benefits