Save Job Back to Search Job Description Summary Similar JobsHead of Customer ServiceManufacturing / FMCG / Supply ChainAbout Our ClientOur Client is a market-leading manufacturing and FMCG organisation with a nationwide footprint, supplying thousands of customers through a complex multi-site production, warehousing and distribution network. Their success is built on operational excellence, customer focus and a commitment to delivering outstanding service across every stage of the supply chain.Job DescriptionDevelop and execute the customer service strategy across a multi-site operation.Lead, coach and develop customer service leadership teams and front-line colleagues.Drive service excellence through the optimisation of processes, systems and customer journeys.Own customer service KPIs including OTIF, order accuracy, response times, complaint resolution and customer satisfaction.Work cross-functionally with Supply Chain, Production, Logistics and Commercial teams to improve end-to-end service delivery.Identify opportunities to simplify processes, increase efficiency and reduce cost-to-serve.Use data and customer insight to drive continuous improvement initiatives.Manage customer escalations and major service incidents, ensuring swift and effective resolution.Champion a culture of accountability, engagement and continuous improvement.Lead customer service transformation projects, including technology and CRM enhancements.Support key customer relationships and contribute to customer retention and growth strategies.Ensure robust governance, compliance and service standards are maintained across all locationsThe Successful ApplicantA successful Head of Customer Service should have:Experience within a similar Manufacturing, FMCG, Supply Chain or e-commerce led functionMulit-team management - desirableMulti-site management - desirableExperience working with and/or implementing new EDI / CRM SystemsStrong people leadership skillsWhat's on OfferBase Salary between £50,000 and £60000, dependent on the level of experience.Car AllowancePermanent position based in Wakefield / Dewsbury - straight off the M62Opportunity to lead and shape a customer service team in the industrial and manufacturing sector.Generous wider benefits including holiday allowance, private pension and much moreContactZach JohnsonQuote job refJN-092026-7115645Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorFMCG (Fast Moving Consumer Goods)WhereWakefieldContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-092026-7115645
