Job Description:

Head of Customer Service

South Yorkshire | £55,000 - £60,000 + Benefits | Permanent

Are you an experienced Customer Service leader ready to take ownership of a high-performing function and shape the future of customer experience within a growing manufacturing and engineering business?

We are partnering with a well-established and highly respected organisation in South Yorkshire to appoint a Head of Customer Service. This is a newly created opportunity offering the chance to make a significant impact, drive operational excellence, and develop a customer-centric culture across the business.

This role would suit a strategic yet hands-on leader who thrives on improving processes, developing teams, and delivering exceptional customer outcomes in a fast-paced environment.

The Opportunity

As Head of Customer Service, you will be responsible for leading and developing the customer service function, ensuring customers receive an outstanding experience at every stage of their journey.

Working closely with senior leadership, sales, operations, supply chain and production teams, you will drive service performance, implement best practices, and create a culture focused on continuous improvement and customer satisfaction.

Key Responsibilities

• Lead, mentor and develop the Customer Service team to achieve high levels of engagement and performance.
• Define and deliver the customer service strategy aligned to wider business objectives.
• Drive customer satisfaction, retention and service excellence initiatives.
• Review, improve and optimise customer service processes, systems and workflows.
• Establish and monitor KPIs, service levels and performance metrics.
• Work cross-functionally with operations, manufacturing, logistics and sales teams to ensure seamless customer delivery.
• Manage escalated customer issues and implement preventative solutions.
• Identify opportunities for automation, efficiency improvements and enhanced customer experiences.
• Support business growth through strong customer relationship management and service delivery.
• Produce regular reports and insights for the senior leadership team.
  
  

About You

We are looking for a commercially minded customer service leader who combines strategic thinking with a genuine passion for people and customer experience.

You will ideally possess:

• Proven experience in a senior Customer Service leadership role.
• Strong experience managing and developing customer service teams.
• A track record of driving service improvements, process optimisation and operational excellence.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving abilities.
• Experience working within a manufacturing, engineering, industrial or technical environment is highly desirable.
• The ability to influence and collaborate across multiple departments.
• A customer-first mindset with a passion for delivering exceptional service.

What's on Offer?

• Salary of £55,000 - £60,000 depending on experience.
• Opportunity to join a successful and growing organisation.
• A genuine chance to shape and influence the customer service strategy.
• Supportive and collaborative leadership team.
• Long-term career progression opportunities.
• Comprehensive benefits package.

If you're an ambitious Customer Service leader looking for your next challenge and want to play a key role in transforming customer experience within a successful South Yorkshire business, we'd love to hear from you, call Sarah on (phone number removed).

Apply now for a confidential discussion and take the next step in your leadership career.