At a Glance
- Tasks: Lead and develop the client services team, ensuring exceptional customer experiences.
- Company: Fulfil with Synergy, a trusted multi-channel 3PL partner with a people-first approach.
- Benefits: Competitive salary, bonus, company pension, and on-site parking.
- Other info: Fast-paced environment with opportunities for personal and professional development.
- Why this job: Join a dynamic leadership team and make a real impact on client satisfaction and growth.
- Qualifications: Proven leadership in customer service, strong communication skills, and analytical mindset.
The predicted salary is between 55000 - 65000 € per year.
About Us: Founder-led and built on over 40 years of entrepreneurial spirit, Fulfil with Synergy is a trusted multi-channel 3PL partner quietly powering ambitious and recognisable brands across the globe. Operating from facilities in Northampton, the business combines a hands-on people-first approach coupled with automation – delivering scaleable fulfilment, retail, returns and value added solutions with care, precision and pride. Behind every order is a team that treats each brand as their own, focused on getting the detail right and helping clients grow with confidence.
Job Purpose: The Head of Client Services is a key member of the Fulfil with Synergy leadership team responsible for leading and developing the client services function within our fulfilment operation. This is a pivotal role at the heart of the business – owning strategic relationships, shaping the client experience from onboarding through to daily order fulfilment and beyond and acting as the bridge between commercial ambition and operational delivery. This is a high impact leadership position, central to driving customer satisfaction, retention, growth and the continued success of both clients and the business.
The key responsibilities will be:
- Leadership & Strategy
- Develop, maintain and execute the customer care strategy to support company goals and client satisfaction goals.
- Lead, mentor, and develop the Client Services team, fostering a culture of openness, accountability, service excellence, and continuous improvement.
- Define and monitor KPIs (e.g., response time, customer satisfaction, churn, and service quality).
- Act as the voice of the customer within the leadership team, influencing decisions that enhance service quality and operational performance.
- Client Experience Management
- Ensure high-quality, proactive communication with clients, resolving issues efficiently and professionally.
- Engaging with the onboarding process for new clients, ensuring a smooth transition from sales to operations.
- Build and maintain strong relationships with key accounts, acting as an escalation point for major service issues.
- Implement systems and processes that improve transparency, responsiveness, and customer insight.
- Operational Excellence
- Collaborate closely with Operations, IT, and Commercial teams to ensure fulfilment performance exceeds clients’ expectations.
- Analyse trends in customer feedback and operational data to identify improvement opportunities.
- Develop and maintain standard operating procedures (SOPs) to ensure consistency and compliance.
- Create and maintain a culture of continuous improvement, leading the charge to improve revenues from existing clients by upselling new products, processes, and services.
- People & Performance
- Recruit, train, and develop high-performing customer care professionals.
- Conduct regular team performance reviews and implement personal development plans.
- Foster a collaborative, solutions-focused team culture that reflects company values and goals.
- Cross-Functional Coordination
- Act as the internal advocate for the clients while maintaining alignment with company priorities.
- Coordinate with finance on invoicing, margin performance, and commercial reporting.
- Work with onboarding teams on new client launches or expansions.
Key Skills and Attributes
Essential
- Proven leadership experience in customer service or account management within fulfilment, logistics, or e-commerce sectors.
- Strong understanding of warehouse operations, order fulfilment processes, and SLA management.
- Exceptional communication, negotiation, and stakeholder management skills.
- Analytical mindset with the ability to interpret data and drive performance improvements.
- Proficiency with customer support platforms (e.g., Freshdesk, etc).
Desirable
- Experience managing B2B e-commerce or retail accounts.
- Exposure to automation or tech-enabled fulfilment environments.
- Continuous improvement or Lean methodology background.
Personal Attributes
- Customer-obsessed mindset with a drive for excellence.
- Hands-on and adaptable leadership style.
- Commercial awareness and a proactive approach to problem-solving.
- Ability to perform under pressure in a fast-paced environment.
- Collaborative, empathetic, and motivational team player.
Salary: Range: £55,000 - £65,000 based on experience
Benefits: Bonus, Company pension, On-site parking
Work Location: In person
Head of Client Services in Bristol employer: Fulfil with Synergy
At Fulfil with Synergy, we pride ourselves on being a people-first employer that values collaboration and continuous improvement. Our vibrant work culture in Northampton fosters personal and professional growth, offering employees the chance to lead impactful projects while enjoying competitive benefits such as a company pension and performance bonuses. Join us to be part of a dynamic team that empowers ambitious brands and prioritises client satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services in Bristol
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by researching the company inside and out. Understand their values, mission, and recent news. This will not only help you answer questions but also show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Head of Client Services. Highlight your leadership skills and how you can enhance client satisfaction. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make it happen!
We think you need these skills to ace Head of Client Services in Bristol
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about client services and how you can contribute to our mission at Fulfil with Synergy.
Tailor Your CV:Make sure to customise your CV to highlight relevant experience in customer service or account management. We love seeing how your background aligns with our needs, so don’t hold back on those key achievements!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to read and understand. Avoid jargon unless it’s relevant to the role!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the Head of Client Services position. Plus, it’s super easy!
How to prepare for a job interview at Fulfil with Synergy
✨Know the Company Inside Out
Before your interview, dive deep into Fulfil with Synergy's mission, values, and recent achievements. Understanding their hands-on, people-first approach will help you align your answers with their culture and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Skills
As the Head of Client Services, you'll need to lead a team effectively. Prepare examples from your past experiences where you've successfully mentored or developed team members, and be ready to discuss how you foster a culture of service excellence and continuous improvement.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service mindset. Think of specific scenarios where you've resolved client issues or improved processes, and be ready to explain your thought process and the outcomes.
✨Highlight Your Analytical Mindset
Since the role involves monitoring KPIs and analysing customer feedback, be prepared to discuss how you've used data to drive performance improvements in previous roles. Bring examples of how you've interpreted data to make informed decisions that enhanced client satisfaction.
