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 customer service and operations team for the group. You will oversee day-to-day operations, ensure the smooth running of order processing and sales support, 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) + benefits + bonus
Location:
Worcester - 4 days in the office is required ideally
Working hours:
9:00am - 5.30pm
Key Responsibilities:
Customer Service/Operations:
* Lead, motivate, and support the Customer Service team, fostering a positive, customer-first culture.
* Set clear goals and performance standards, conducting regular reviews and quality checks across written and verbal interactions.
* Onboard, train, and develop team members to ensure consistent service delivery aligned with brand expectations.
* Manage workload allocation and scheduling, ensuring adequate cover during peak periods, holidays, and absences.
* Act as the primary escalation point for complex customer issues, supporting the team with resolution and decision-making.
* Encourage open communication and feedback within the team to drive continuous improvement.
* Oversee day-to-day customer service and operations performance across multiple brands, ensuring SLAs are consistently met.
* Manage the processing of orders, monitoring out-of-stock items, and resolving issues with customers, colleagues, and third-party partners.
* Liaise with warehouse, courier, purchasing, and finance teams to ensure smooth order fulfilment and timely invoicing.
* Conduct regular quality assurance checks and use customer insights to improve the overall customer journey.
* Manage customer communications across email, phone, and social media channels, ensuring tone and messaging align with brand guidelines.
* Support the development of customer service processes, knowledge bases, and tools to streamline workflows and improve efficiency.
Sales Support:
* Oversee the handling of inbound sales enquiries and ensure the team provides excellent product knowledge and service.
* Support sales growth by ensuring the team proactively builds strong relationships with both existing and prospective customers.
* Collaborate with the Purchasing team to manage larger stock orders and ensure alignment across departments.
* Identify opportunities to improve the customer experience and communicate insights to support business development
* Pro-actively engage with customers to push sales
Requirements:
* Proven experience in a customer service management or leadership role, ideally within e-commerce, operations, or B2B sales.
* Strong people management skills with a track record of motivating and developing teams.
* Excellent communication and problem-solving skills, with the ability to handle escalations effectively.
* Highly organised, data-driven, and solutions-focused, with a passion for continuous improvement.
* Experience with CRM (e.g. Pipedrive), ERP (e.g. NetSuite), and/or customer service platforms (e.g. Zendesk) is an advantage
* Experience of Excel and Power BI important
Next Steps…
Shortlisted candidates will obviously be contacted for this specific role and if you haven't heard from us within a week, please assume you have been unsuccessful on this occasion. We'd love to give feedback to every applicant but due to the sheer volume of applications we receive, unfortunately this just isn't possible.
We will keep your CV on file to contact you with regards to future roles and any other advice to help you. Alternatively, feel free to contact us for a chat.