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Head of Customer Service

West Midlands 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

This is a brilliant opportunity to join a respected B2B wholesale organisation at a time of operational growth and change. The role will lead a team of up to 24 across core customer service and back-office functions - including complaints resolution, logistics queries, order management, and stock support. The successful candidate will bring clarity, structure and a people-first approach, embedding a consistent customer service culture and aligning teams to deliver a more joined-up experience.

Job Description

Key responsibilities include:



  • Leading and inspiring cross-functional customer service and administrative teams, ensuring alignment to service standards and shared goals


  • Creating and embedding sustainable, scalable processes that enhance the end-to-end customer journey


  • Acting as a senior point of contact for operational queries, driving continuous improvement and supporting internal collaboration


  • Promoting a proactive customer service culture by identifying gaps and implementing best practice solutions


  • Working closely with senior stakeholders across the UK and Europe to align service delivery with wider commercial priorities

The Successful Applicant

We're looking for someone who:



  • Is a proven leader in customer service, ideally within B2B, wholesale or supply chain environments


  • Has experience managing multi-skilled teams across order admin, logistics support, complaints and general customer service


  • Understands how to improve processes, performance and culture to deliver tangible service improvements


  • Thrives in a busy, evolving environment with multiple moving parts and stakeholders


  • Is an excellent communicator who can lead teams through change and influence at senior level

What's on Offer

This is a full-time, site-based role in West Midlands 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
West Midlands
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-042025-6731121