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 Chester 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 fosters personal and professional growth, offering employees the opportunity to lead impactful projects while enjoying competitive benefits such as a company pension and performance bonuses. Located in Northampton, our dynamic environment empowers you to make a difference in the fulfilment industry, supporting ambitious brands globally.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services in Chester
✨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 on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on articulating your experience and how it relates to the role of Head of Client Services – this is your chance to shine!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Head of Client Services in Chester
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’re looking for specific examples that demonstrate your leadership skills and understanding of fulfilment operations.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Head of Client Services role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
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 strategies. 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 requires interpreting data to drive performance improvements, be prepared to discuss how you've used data analysis in previous roles. Bring examples of KPIs you've monitored and how they influenced your decision-making in enhancing client satisfaction.
