Head Of Customer Service

We Are Kenny; Worcester; On-site; GBP 45,000 - 55,000; Full time

Job summary

We Are Kenny is seeking an experienced Head of Customer Service on a 12-month fixed-term contract to lead the group’s customer service and operations. This role focuses on delivering an exceptional customer experience, improving processes, and cross-functional collaboration.

The position is based in Worcester, with 5 days in the office, 8:30am–5:00pm, and a salary of £45,000–£55,000 per year plus benefits. The ideal candidate will oversee day-to-day operations, ensure smooth order processing,

Qualifications

• Proven experience in a customer service management or leadership role.
• Strong people management skills to motivate and develop teams.
• Excellent communication and problem-solving abilities.
• Organised, data-driven, and proactive in process improvement.
• Experience with warehouse operations advantageous.
• Experience using CRM, e-commerce, ERP (NetSuite), and/or order management systems.
• Strong Excel skills for data-driven decisions.

Responsibilities

• Lead the Customer Service and Operations team across multiple brands.
• Set objectives, monitor performance, and conduct quality checks.
• Onboard and develop team members to ensure consistent service.
• Manage workload, scheduling, and peak-period coverage.
• Escalate complex queries and support problem resolution.
• Ensure SLAs and service standards are met across channels.
• Oversee order processing and liaise with warehouse, courier and finance.
• Maintain brand-consistent customer communications.

Skills

People Management

Customer Service

CRM ERP experience

Tools

CRM systems

NetSuite (ERP)

Order management systems

Job description

Are you passionate about sustainability and ready to make an impact with a global brand driving change in their industry? Kenny Recruit's client is a fast-growing, international group of companies established over 15 years ago.

We are looking for an experienced and people-focused Head of Customer Service to lead our Group's customer service and operations team on a 12-month fixed-term contract. You will oversee day-to-day operations, ensure the smooth running of order processing, and most importantly, deliver an excellent customer experience across multiple brands. This role combines hands-on problem solving with leadership, process improvement, and cross-functional collaboration.

Pay: £45,000 - £55,000 per annum (dependent on experience) plus benefits

Location: Worcester - 5 days in the office is required

Contract: Full-Time, 12-month Fixed-Term Contract (Maternity Cover)

Working hours: 8:30am - 5.00pm

Key Responsibilities:

Customer Service/Operations:

• Lead, motivate, and support the Customer Service team, fostering a positive, customer-first culture.
• Set clear objectives and performance standards, conducting regular reviews and quality checks across all customer interactions.
• Onboard, train, and develop team members to ensure consistent service delivery aligned with brand standards.
• Manage workload allocation and team scheduling, ensuring appropriate cover during peak periods, holidays, and absences.
• Act as the key escalation point for complex customer queries and complaints, supporting the team with effective resolution and decision-making.
• Promote open communication and regular feedback within the team to encourage continuous improvement.
• Oversee day-to-day customer service and operational performance across multiple brands, ensuring SLAs and service standards are consistently achieved.
• Oversee order processing, monitor out-of-stock items, and resolve issues with customers, colleagues, and third-party partners.
• Liaise closely with warehouse, courier, purchasing, and finance teams to ensure smooth order fulfilment and accurate, timely invoicing.
• Oversee customer communications across email, telephone, and social media, ensuring all messaging reflects brand guidelines and maintains a consistent tone of voice.
• Support the development and improvement of customer service processes, systems, and tools to streamline workflows, improve efficiency, and enhance the customer experience.

Requirements:

• Proven experience in a customer service management or leadership role, ideally within an SME or product-based sales and service environment.
• Strong people management skills, with a proven ability to motivate, develop, and lead high-performing teams.
• Excellent communication and problem-solving skills, with the confidence to manage complex customer issues and escalations effectively.
• Highly organised, data-driven, and solutions-focused, with a proactive approach to continuous improvement.
• Knowledge or experience of warehouse operations would be advantageous.
• Experience using CRM, e-commerce, ERP (e.g. NetSuite), and/or order management systems.
• Strong Excel skills with the ability to use data to monitor performance and support decision-making.