Head of Customer Operations
About Our Client
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.
Job 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
The Successful Applicant
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
What's on 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 - £65,000Benefits include: company car, medical cover, 6% pension, and employee discounts.