Save Job Back to Search Job Description Summary Similar JobsHead of Customer ServiceManufacturing & Supply ChainAbout Our ClientPage Group are delighted to be partnering with a national market leader within the manufacturing sector, who are now looking for a new Head of Customer Service to join them at their South Yorkshire office.This role will be pivotal in driving business strategy and creating a culture of world class customer service across the groupJob DescriptionLead the customer service division to deliver world class customer service to customers during every interaction via phone and emailCustomer Service activities include Order Processing, After-sales, Complaints, Quotations and arranging dispatchDirect responsibility for managing logistics partner performance, ensuring SLA agreements are achieved in line with contractual agreements, highlighting and managing under-performanceProvide Managers (direct reports) with all the resource, tools & knowledge to be successful and support their teams on a daily basisOwn the continuous improvement programme across customer service, striving to improve customer journey across all touch-points focusing on people, process, procedures and systemsRegularly review process and procedures to identify gaps, faults and opportunities for improvement, creating actionable changes that will improve customer satisfaction & operational efficiencyWork closely with production & planning functions to understand lead times, product availability and progress against customer orders, proactively managing any upcoming issues and keeping customers informed of potential changesManage relationships with key customers through regular operational review - understanding performance vs contractual expectations, and identifying areas where improvements can be madeWork closely with sales to create a seamless customer journey from contractual agreement to BAU, providing sales with support where requiredCreate, present and act upon reports focused on service and customer behaviour, analysing trends and making actionable changes based on findingsThe Successful ApplicantExperience leading a Customer Service functionExperience managing Managers or Team Leaders (must have)Understanding of process improvementAble to evidence continuous improvement experienceStrong customer focused people leaderWhat's on OfferThis is an amazing opportunity to join a leading national business in the capacity of Head of Customer Service based at their offices in South Yorkshire. The role will include occasional travel to other UK sites and also customer sites.Salary - £55,000 - £65,000Car / Car Allowanceup to 10% company bonusGenerous holiday allowanceHybrid workingVarious other customer benefitsDue to the nature of the role the successful candidate will have a full UK Driving LicenceContactZach JohnsonQuote job refJN-022025-6667260Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorIndustrial / ManufacturingLocationSheffieldContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-022025-6667260
