Save Job Back to Search Job Description Summary Similar JobsOnline Retailer4 day weekAbout Our ClientMichael Page are working in partnership with a growing online retailer who specialise in the distribution of home based products. Following a sustained period of growth, they are looking to appoint a Head of Customer Service & Aftersales in a newly created role. This role will form part of the senior leadership groupJob DescriptionLeadership of the Customer Service, Aftersales & Parts Teams, driving performance and developmentCreate and implement KPI's across the department focused of service levels, efficiency and customer satisfactionReview process procedures, existing ways of working & systems, identifying inefficiencies and opportunities to drive improvementIntroduce robust processes and standards to improve response times, resolution rates, return handling and customer satisfactionManage relationships with 3rd parties including systems providers, couriers and online platforms ensure SLA's are maintainedAnalyse customer data and feedback to identify trends and undertake route cause analysis to reduce reoccurring customer issuesCreate and present meaningful data & reports Directors focused on performance, challenges and areas for improvementWork cross functionally with all departments including warehouse, supply chain and financeDrive continuous improvement activities across the businessThe Successful ApplicantExperience in a senior customer service or aftersales leadership rolesKnowledge of e-commerce / online selling platformsAbility to drive process improvementsStrong people leaderAbility to drive operational improvementsWhat's on Offer£50,000 salary plus bonusModern offices in outskirts of Bradford (fully on-site)Option of 4 day week (condensed hours) after probationContactZach JohnsonQuote job refJN-092026-7095081Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorFMCG (Fast Moving Consumer Goods)WhereBradfordContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-092026-7095081
