Head of Customer Operations

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

Client Details

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.

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

Profile

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

Job 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.