At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up. We're scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.
Responsibilities
* Design and deliver a high-performing customer service strategy aligned with business goals
* Liaise with external clients, implementing a solution where we can sell our contact centre services to existing customers
* Build, recruit, and scale a high-performing team with clear objectives and KPIs. Leading and inspiring the team to create a proactive, customer-first culture
* Drive customer satisfaction and retention by continuously improving service levels
* Establish and oversee SLA adherence, ensuring efficient and timely resolution of customer queries
* Partner with Sales, Operations, and Tech to escalate and resolve complex customer issues
* Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements
* Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings
* Maintain and optimise customer service systems, tools, and processes (e.g. ticketing, CRM, FAQs)
* Support onboarding of major clients by ensuring smooth handover to the service team
* Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions
* Technology and systems review using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless
Key Deliverables
* Implementing a solution where we can sell our contact centre services to existing customers
* Create and maintain a world-class customer service operation
* Ensure all customer service KPIs are met or exceeded
* Develop talent within the team to foster growth and accountability
* Improve resolution times and customer satisfaction scores across channels
* Drive inter-departmental alignment around customer needs
Skills and Experience Required
* Proven leadership experience in a customer centric organization and the ability to lead and scale high-performing service team
* Strong understanding of customer service technology (e.g. ticketing systems, CRMs)
* Data-driven mindset with the ability to extract insights and act on them
* Excellent communication, negotiation, and stakeholder management skills
* Proactive, hands-on leader with a ‘can-do' attitude
* Scale up experience and experience of working with small teams essential
* Minimum 5 years in customer service roles, including 2+ years in management or strategic role
* Ability to thrive in a fast-paced, high-growth environment
* Strong planning, organisational, and prioritisation skills
Benefits
* Competitive salary between £50,000 - £60,000 per annum
* Career development opportunities and ongoing training
* On-site parking
* Supportive and collaborative work culture
* Paid Birthday leave
* Free food and drinks
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