Head of Customer Service

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

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.

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

Profile

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

Job 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.