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, and analytical skills required.
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 Lincoln 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 in a fast-paced, innovative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services in Lincoln
✨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 Lincoln
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Client Services role. Highlight your leadership experience in customer service and any relevant skills that align with our mission at Fulfil with Synergy.
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you’ve driven customer satisfaction or improved processes.
Be Authentic:Let your personality shine through in your application. We value a hands-on, adaptable leadership style, so don’t hesitate to share your unique approach to problem-solving and team management.
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 this exciting opportunity at Fulfil with Synergy!
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 of how you've successfully mentored and developed teams in the past. Highlight specific strategies you've implemented that improved customer satisfaction or operational performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and client management skills. Think of scenarios where you've resolved major service issues or improved client relationships. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Analytical Mindset
Be ready to discuss how you've used data to drive performance improvements in previous roles. Bring examples of KPIs you've monitored and how you've acted on customer feedback to enhance service quality. This will show your analytical skills are up to par with what they’re looking for.
