Head of Customer Service

Focus Services and Technologies Limited is seeking a Head of Customer Service in Burton-on-Trent, United Kingdom.

You own front-line trade customer service, warehouse discipline, daily dispatch and inventory accuracy for the CS Group. The CS Group runs a fast-paced trade operation that combines a high-volume trade phone line, an active warehouse and daily logistics to fulfil customer orders.

The Mission: You own end-to-end customer satisfaction for trade orders. You ensure orders are correct, dispatched on time and warehouse standards are upheld.

The Daily Grind: You answer incoming trade calls, resolve order discrepancies and handle customer complaints with speed. You work with the warehouse supervisor to enforce operational standards, manage timekeeping and optimise pick-and-pack flow. You coordinate daily delivery schedules, manage couriers, oversee goods-in/goods-out and run regular stock checks to minimise variations and waste.

The Reality: You thrive in noise and pace. You make fast, independent decisions and close communication loops quickly. If you prefer a quiet desk, low accountability or slow processes, this role is not for you.

The Blueprint: Your Core Responsibilities

• Front-Line Execution: You answer incoming trade calls, resolve order discrepancies and support customer complaints and queries with high velocity. Success looks like rapid, accurate handling of the trade phone line and closure of customer issues so orders progress without delay.
• Warehouse Discipline: You work alongside the warehouse supervisor to enforce clear operational standards, manage timekeeping and optimise the pick-and-pack workflow. Success is a disciplined, accountable team delivering consistent operational standards on the warehouse floor.
• Logistics & Dispatch: You coordinate daily delivery schedules, manage courier relationships and oversee goods-in/goods-out processes to ensure 100% fulfilment accuracy. Success is reliable, on-time dispatches and tightly managed courier performance so deliveries arrive exactly when promised.
• Inventory Control: You conduct regular stock checks, manage variations and minimise waste while maintaining an organised, safe facility. Success is accurate inventory records, reduced stock variance and a tidy, compliant warehouse where issues are identified and resolved independently.

The Payoff Location: Burton-on-Trent. Own end-to-end customer service and warehouse operations — from answering high-volume trade calls and resolving order discrepancies to enforcing warehouse standards, coordinating dispatch and managing inventory — in a fast-paced, collaborative and flat culture that gives you real operational authority and autonomy to drive fulfilment accuracy and customer satisfaction.

The CS Group DNA (Our Non-Negotiables)

• High Agency & Extreme Ownership: You take full responsibility for customer outcomes and fix breakdowns in orders, dispatch or warehouse processes without waiting for direction.
• Relentless Resourcefulness: You find lean, creative ways to keep pick-and-pack flow and delivery schedules moving while minimising waste and stock variations.
• Product & Quality Obsession: You enforce uncompromising standards across calls, warehouse checks and fulfilment to ensure accurate orders and high-quality delivery every time.
• High Velocity: You prioritise fast, decisive action on the trade phone, courier coordination and stock issues to keep the operation moving at pace.
• Failure as Fuel: You treat mistakes — missed delivery, stock variance or complaint — as data to fix processes quickly and prevent repeat errors.

Final Comments: You enjoy the noise of a busy trade phone and a working warehouse and bring pavement-pounding grit every shift. You take personal responsibility for outcomes, hold your team to clear operational standards and close communication loops fast. You solve problems independently, protect fulfilment accuracy and use setbacks as fuel to improve systems. If you lead by example, move at high velocity and refuse to accept small mistakes, this role is for you.