Job Advert
Head of Customer Service UK
About the role
We are looking for a Head of Customer Service to lead the UK Customer Service team located in our brand new office in Trax Park, Doncaster. Following the successful completion of your training period, a hybrid working pattern is available.
Reporting to the Customer Engagement Director, you will be the driving force behind our customer service activities, responsible for developing and executing strategies that elevate the customer experience. You'll lead a team of Customer Service Advisors, ensuring seamless transactional activities, prompt handling of enquiries, and the achievement of critical service level and operational sales targets.
This is an exciting opportunity to work creatively, design and improve processes, and make a significant contribution to operational sales performance and positive customer engagement.
Duties & Key Responsibilities
* People Leadership: Guide, coach, and support a high-performing Customer Service team, fostering a growth mindset and setting an example for excellence.
* Customer Management: Oversee daily operations, resolve escalated issues, and leverage customer feedback to continuously enhance the customer experience.
* Stakeholder Collaboration: Work cross-functionally with sales, operations, and other teams to ensure a unified and exceptional customer journey.
* Performance & Improvement: Monitor key metrics, identify trends, and implement corrective actions to drive continuous improvement in customer service operations.
About you:
* Demonstrable experience in customer service management, ideally within a similar industry.
* Proven leadership experience managing a small to medium-sized team.
* Exceptional problem-solving, decision-making, and communication skills.
* A collaborative approach to stakeholder management.
* Proficiency in digital processes, technology, and systems within a customer service environment.
* An understanding of the rail or logistics sector and SAP (but not essential)
Benefits
* Competitive salary
* Car or car allowance
* Pension and death in service provisions for employees in pension scheme
* 25 Days Hols (plus Bank Holidays)
* Employee Assistance Programme (EAP)
* Health and Wellbeing Initiatives
* Employee offers and discounts from various retailers
* Recognition events and rewards
* Free on site car parking
Why Join Unipart?
Unipart is one of Europe's leading independent logistics' companies that employs more than 12,000 employees worldwide and has an annual turnover of more than £1 billion. We have a long heritage in the rail industry based on decades of experience, we have continuous improvement plans to embrace innovation in both products and business techniques to ensure that we remain the first and best choice for our customers. As a valued employee of Unipart, you can look forward to a varied and rewarding career with a company that holds a world class status in employee engagement.