Head of Customer Service - Global Business - Sheffield

TN United Kingdom; Sheffield; On-site; GBP 60,000 - 65,000; Full time

Job summary

An established industry player is seeking a Head of Customer Service to oversee its global operations from Sheffield. This pivotal role involves leading diverse teams to ensure exceptional service delivery to B2B and B2C customers. The ideal candidate will possess a strong leadership background in customer service, with a focus on optimizing customer interactions and driving continuous improvement. This position offers a competitive salary and excellent benefits, along with opportunities for occasional international travel. Join a forward-thinking company dedicated to enhancing customer experiences and operational efficiency.

Qualifications

• Experience leading customer service functions across multiple regions.
• Strong background in managing customer contact channels effectively.

Responsibilities

• Lead and manage customer service teams across the UK, Europe, and the US.
• Drive continuous improvement initiatives to enhance customer satisfaction.

Skills

Leadership in Customer Service

Customer-Focused Approach

Experience with B2B & B2C

Managing Customer Contact Channels

Job description

Social network you want to login/join with:

Head of Customer Service - Global Business - Sheffield, Sheffield

Client: Page Personnel

Location: Sheffield, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

53cb5ae39340

Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

• Global Business
• Sheffield Based

About Our Client

Page Group is working in partnership with an industry-leading manufacturer, providing well-known products within the B2B & B2C space. This role focuses on the direct ownership and improvement of the customer service function, leading teams across multiple global sites to deliver a seamless customer journey.

Job Responsibilities

• Lead and manage multiple customer service teams across the UK, Europe, and the US to ensure excellent service during all interactions with B2B & B2C customers.
• Support and develop direct reports, providing them with tools and resources to succeed.
• Collaborate with production and quality teams to share customer feedback on product quality and issues, aiming to reduce recurring problems.
• Manage customer contact channels such as phone, email, and chat, optimizing resource utilization and promoting customer self-service.
• Maintain relationships with third-party outsource suppliers internationally to ensure contractual service levels are met.
• Drive continuous improvement initiatives to enhance customer satisfaction, NPS, CSAT scores, efficiency, and reduce costs.
• Ensure smooth movement of customer goods/orders globally, complying with regulatory and export requirements.
• Provide regular reports to the board on customer activity, satisfaction, and other key metrics.

Candidate Profile

• Experience leading Customer Service functions.
• Background in manufacturing or supply chain (desirable).
• Experience leading European or global customer service teams (desirable).
• Strong customer-focused approach.
• Experience managing customer contact channels.

What We Offer

The Head of Customer Service role offers a salary of £60,000 - £65,000 plus excellent benefits. The position is based in Sheffield, on-site, with a 37.5-hour workweek, Monday to Friday. Occasional international travel is required.