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Head of Customer Operations

Walsall Permanent £54,000 - £66,000 per year View Job Description
The Head of Customer Operations will lead the customer service team, ensuring optimal customer satisfaction and service efficiency. This role will play a crucial part in driving the company's success by enhancing customer relationships and implementing strategies to optimise service delivery.This role is full time office based
  • Well-established B2B wholesale business.
  • Excellent role to develop multiple teams.

About Our Client

The role will lead a team of up to 24 across multiple customer-facing and administrative functions. This includes complaints handling, logistics queries, order administration and stock enquiries. This role will proactively work on implementing excellent processes and promote strong support service levels - the successful candidate will be expected to provide structure, leadership and clear direction to create a more joined-up, customer-focused operation.

Job Description

Key responsibilities:

  • Leading and developing multiple operational teams with varying remits, unifying them around a common set of service standards
  • Designing and implementing sustainable processes, systems and procedures to drive service improvement
  • Acting as a senior operational contact internally, influencing cross-functional collaboration and continuous improvement
  • Creating a more consistent, scalable customer experience by embedding best practice across the function
  • Working closely with senior leadership and operational teams across the UK and Europe to support wider commercial goals



The Successful Applicant

The ideal candidate will:

  • Be an established leader with a proven track record of success in a B2B wholesale, distribution or customer-led environment
  • Have experience managing and developing multi-purpose operational teams across complaints, logistics admin and b2b customer service functions
  • Demonstrate a strong background in implementing process improvements that deliver measurable results
  • Be confident working in complex, fast-paced environments with multiple internal and external stakeholders
  • Show excellent interpersonal and communication skills, with the ability to bring people together and lead through change



What's on Offer

This is a full-time, site-based role in Walsall and offers the opportunity to make a real impact in a business that values strong leadership and continuous improvement. The organisation is people-focused and collaborative, and is looking for someone who can grow with the role and potentially step into a more senior position over time.

Salary: £55,000 - £65,000

Benefits include: company car, medical cover, 6% pension, and employee discounts.

Contact
Katy Bevan
Quote job ref
JN-042025-6731121
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Business Services
Location
Walsall
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-042025-6731121