Save Job Back to Search Job Description Summary Similar JobsHead of Customer ServiceManufacturingAbout Our ClientOur client are an industry leading manufacturing business within their sector and are going through a period of sustained growth. To ensure their service levels meet increased customer demand, they are now looking for a Head of Customer Service to join the business to ensure their internal infrastructure is fit for purpose, and ensures smooth delivery of customer satisfactionJob DescriptionLead & manage customer operations functions including Order Processing, CS, Quotations, Aftersales & DistributionCreate and implement the customer experience strategy across the businessConduct and in-depth review of process & procedures, identifying opportunities & areas to drive positive change that improve performance across customer satisfaction, efficiency, and lead timesIdentify opportunities to automate manual processes through the implementation and adoption of new technologiesWork closely with manufacturing & production planning to create distribution plans based on customer requirements, lead times and stock availabilityManage relationships with 3rd party logistics providers - ensuring service levels are met and reviewing contractual performanceCreate a customer first culture across both the department and wider business, ensuring each business areas is aware of how they can have a positive impact on customersTake Ownership of escalated customer issuesCreate, implement and review KPI & SLA within the customer operationsCreate reports based on customer activity, feedback and market trends, identifying opportunities before presenting to key directors in the businessWork collaboratively with senior leaders across the business including Sales, Production, Finance & Supply ChainThe Successful ApplicantA successful Head of Customer Service should have:Background within Manufacturing, Distribution or Supply Chain led business (Must)Understanding of order management processExperience implementing new process and proceduresExperience implementing new technologies - ERP / Order Management / CRMAbility to motivate and inspire large teamsContinuous improvement knowledgeWhat's on OfferSalary between £55,000 and £70,000, dependent on the level of experience.Wider package to be disclosed on applicationWakefield based - 4 days on sireIf you're interested in this role, apply now.ContactZach JohnsonQuote job refJN-092026-7106072Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorIndustrial / ManufacturingWhereWakefieldContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-092026-7106072
