Head of Customer Service
Manufacturing & Supply Chain
About Our Client
Page Group are delighted to be partnering with a national market leader within the manufacturing sector, who are now looking for a new Head of Customer Service to join them at their South Yorkshire office.

This role will be pivotal in driving business strategy and creating a culture of world class customer service across the group
Job Description
Lead the customer service division to deliver world class customer service to customers during every interaction via phone and email
Customer Service activities include Order Processing, After-sales, Complaints, Quotations and arranging dispatch
Direct responsibility for managing logistics partner performance, ensuring SLA agreements are achieved in line with contractual agreements, highlighting and managing under-performance
Provide Managers (direct reports) with all the resource, tools & knowledge to be successful and support their teams on a daily basis
Own the continuous improvement programme across customer service, striving to improve customer journey across all touch-points focusing on people, process, procedures and systems
Regularly review process and procedures to identify gaps, faults and opportunities for improvement, creating actionable changes that will improve customer satisfaction & operational efficiency
Work closely with production & planning functions to understand lead times, product availability and progress against customer orders, proactively managing any upcoming issues and keeping customers informed of potential changes
Manage relationships with key customers through regular operational review – understanding performance vs contractual expectations, and identifying areas where improvements can be made
Work closely with sales to create a seamless customer journey from contractual agreement to BAU, providing sales with support where required
Create, present and act upon reports focused on service and customer behaviour, analysing trends and making actionable changes based on findings
The Successful Applicant
Experience leading a Customer Service function
Experience managing Managers or Team Leaders (must have)
Understanding of process improvement
Able to evidence continuous improvement experience
Strong customer focused people leader
What’s on Offer
This is an amazing opportunity to join a leading national business in the capacity of Head of Customer Service based at their offices in South Yorkshire. The role will include occasional travel to other UK sites and also customer sites.

Salary – £55,000 – £65,000
Car / Car Allowance
up to 10% company bonus
Generous holiday allowance
Hybrid working
Various other customer benefits
Due to the nature of the role the successful candidate will have a full UK Driving Licence
Contact
Zach Johnson
Quote job ref
JN-022025-6667260
Phone number
+44 113 243 7708