At a Glance
- Tasks: Lead and improve customer service, returns, and parts operations in a dynamic environment.
- Company: Established UK-based consumer products business with a focus on growth.
- Benefits: Up to £50,000 salary, flexible hours, and a 4-day working week option.
- Other info: Opportunity for career development and to drive continuous improvement.
- Why this job: Take ownership of aftersales and make a real impact on customer experience.
- Qualifications: Experience in customer service management and strong leadership skills required.
The predicted salary is between 50000 - 50000 £ per year.
Location: BD4, Bradford
Salary: Up to £50,000
Working Pattern: Full-time | 4-day working week option | Flexible hours between 6:00am–6:00pm
Permanent
About the Role
On behalf of our client, we are looking to appoint an experienced Head of Aftersales to take ownership of their Customer Service, Returns and Parts operations. This is a key leadership position within an established and growing UK-based consumer products business. The successful candidate will have genuine autonomy to review how the aftersales function operates, introduce improvements, develop the team and drive measurable improvements in customer experience and operational performance.
Key Responsibilities
- Take overall ownership of Customer Service, Returns and Parts.
- Lead, coach and develop the aftersales team.
- Review and improve existing processes, systems and ways of working.
- Establish clear KPIs and performance measures, driving accountability and continuous improvement.
- Improve response times, resolution rates, returns handling and customer satisfaction.
- Manage relationships with external system providers, couriers and online selling platforms.
- Analyse customer feedback, complaints, returns and operational data to identify trends and opportunities.
- Develop a solutions-focused culture, encouraging the team to find answers rather than simply identify problems.
- Provide regular performance reporting and recommendations to senior management.
- Lead projects designed to improve efficiency, reduce costs and enhance customer experience.
- Work closely with other departments to improve communication and service delivery.
- Oversee recruitment, onboarding, training, performance management and development.
- Identify opportunities to reduce errors and continually improve the customer journey.
About You
We’re looking for an experienced Aftersales Manager, Customer Service Manager or senior customer operations professional with the confidence to take ownership of a busy function.
You’ll ideally have:
- Proven experience leading Customer Service / Aftersales operations.
- Experience managing returns, parts or product-related customer enquiries.
- Strong understanding of KPIs, performance management and continuous improvement.
- Proven people-management and coaching experience.
- Strong analytical and problem-solving skills.
- Experience working with e-commerce or online selling platforms.
- Excellent communication and organisational skills.
- A proactive, commercially aware and solutions-focused approach.
- The confidence to challenge existing processes and implement change.
If you would like to apply for the role, then please email your CV.
Closing date is 27.09.2026. Please note this could change subject to suitable applications.
Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client.
By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy.
Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job.
Thank you for your interest in this role and we look forward to working with you in the future.
Head of Aftersales employer: Hawk 3 Talent Solutions
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Aftersales
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hawk 3 Talent Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hawk 3 Talent Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Aftersales
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hawk 3 Talent Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Hawk 3 Talent Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hawk 3 Talent Solutions!
How to prepare for a job interview at Hawk 3 Talent Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
