Head of Customer Service & Commercial Strategy

Elevation Recruitment Group; West Yorkshire; Hybride; GBP 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Profit bonus (up to 10%)

Annual salary review

Hybrid work schedule

Résumé du poste

Elevation Recruitment Group is seeking a Head of Customer Service within an established UK manufacturing and supply chain operation. You will lead three customer service teams, raise standards, and drive a more strategic, commercially focused customer relationship approach.

Hybrid working is offered, with a mix of office and home days. The role emphasizes coaching, cross-functional collaboration and data‑driven improvements to customer outcomes.

Qualifications

• Experience leading a customer service function in a fast-paced environment.
• Proven track record coaching, developing and improving teams.
• Strong cross-functional influencing and relationship-building.

Responsabilités

• Lead and develop customer service teams.
• Bring greater consistency, structure and best practice across the three teams.
• Drive performance, efficiency and accountability across the function.
• Develop a more strategic approach to customer relationship management.
• Increase customer engagement through structured reviews, regular communication and greater visibility.
• Build stronger relationships with key customers and represent the business at meetings/events.
• Understand service failures and root causes, then work cross-functionally to place sustainable solutions.
• Work closely with other departments to improve customer outcomes.
• Develop meaningful reporting, KPIs and performance reviews to drive action.
• Lead the continued development and adoption of the systems within the ecommerce operation.

Connaissances

Team leadership

Strategic thinking

Stakeholder management

Coaching & development

Performance analytics

Outils

CRM systems

Ecommerce platforms

Description du poste

Elevation Recruitment Group is seeking a Head of Customer Service within an established UK manufacturing and supply chain operation. You will lead three customer service teams, raise standards, and drive a more strategic, commercially focused customer relationship approach.

Hybrid working is offered, with a mix of office and home days. The role emphasizes coaching, cross-functional collaboration and data‑driven improvements to customer outcomes.