Head of Customer Services

TN United Kingdom; Walsall; On-site; GBP 55,000 - 65,000; Full time

Job summary

An established industry player is seeking a dynamic leader to drive operational excellence in a B2B wholesale environment. This full-time role in Walsall involves leading diverse teams to enhance customer service and streamline processes. Ideal candidates will have a strong background in logistics and customer service, with a focus on continuous improvement. Join a people-focused organization that values leadership and offers opportunities for growth. If you thrive in fast-paced settings and are ready to make a significant impact, this position is for you.

Benefits

Company Car

Medical Cover

6% Pension

Employee Discounts

Qualifications

• Proven track record in B2B wholesale and distribution environments.
• Experience in managing multi-purpose operational teams.

Responsibilities

• Lead and develop operational teams around common service standards.
• Implement sustainable processes to drive service improvement.

Skills

Leadership

Process Improvement

B2B Customer Service

Logistics Management

Interpersonal Skills

Job description

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• Well-established B2B wholesale business.

About Our Client

The role will lead a team of up to 24 across multiple customer-facing and administrative functions. This includes complaints handling, logistics queries, order administration and stock enquiries. This role will proactively work on implementing excellent processes and promote strong support service levels - the successful candidate will be expected to provide structure, leadership and clear direction to create a more joined-up, customer-focused operation.

Job Description

Key responsibilities:

• Leading and developing multiple operational teams with varying remits, unifying them around a common set of service standards
• Designing and implementing sustainable processes, systems and procedures to drive service improvement
• Acting as a senior operational contact internally, influencing cross-functional collaboration and continuous improvement
• Creating a more consistent, scalable customer experience by embedding best practice across the function
• Working closely with senior leadership and operational teams across the UK and Europe to support wider commercial goals

The Successful Applicant

The ideal candidate will:

• Be an established leader with a proven track record of success in a B2B wholesale, distribution or customer-led environment
• Have experience managing and developing multi-purpose operational teams across complaints, logistics admin and b2b customer service functions
• Demonstrate a strong background in implementing process improvements that deliver measurable results
• Be confident working in complex, fast-paced environments with multiple internal and external stakeholders
• Show excellent interpersonal and communication skills, with the ability to bring people together and lead through change

What's on Offer

This is a full-time, site-based role in Walsall and offers the opportunity to make a real impact in a business that values strong leadership and continuous improvement. The organisation is people-focused and collaborative, and is looking for someone who can grow with the role and potentially step into a more senior position over time.Salary: £55,000 - £65,000Benefits include: company car, medical cover, 6% pension, and employee discounts.