At a Glance
- Tasks: Lead a dynamic customer service team and enhance the customer experience across multiple brands.
- Company: Join a fast-growing global brand committed to sustainability and innovation.
- Benefits: Competitive salary, benefits package, and a supportive work environment.
- Other info: Opportunity for career growth in a vibrant, collaborative workplace.
- Why this job: Make a real impact in a role that combines leadership with hands-on problem solving.
- Qualifications: Experience in customer service management and strong people skills required.
The predicted salary is between 50000 - 60000 £ per year.
Are you passionate about sustainability and ready to make an impact with a global brand driving change in their industry? Kenny Recruit’s client is a fast-growing, international group of companies established over 15 years ago. We are looking for an experienced and people-focused Head of Customer Service to lead our Group’s customer service and operations team on a 12-month fixed-term contract. You will oversee day-to-day operations, ensure the smooth running of order processing, and most importantly, deliver an excellent customer experience across multiple brands. This role combines hands-on problem solving with leadership, process improvement, and cross-functional collaboration.
Pay: £50,000 - £60,000 per annum (dependent on experience) plus benefits
Location: Worcester - 5 days in the office is required
Contract: Full-Time, 12-month Fixed-Term Contract (Maternity Cover)
Working hours: 8:30am - 5.00pm
Key Responsibilities:
- Lead, motivate, and support the Customer Service team, fostering a positive, customer-first culture.
- Set clear objectives and performance standards, conducting regular reviews and quality checks across all customer interactions.
- Onboard, train, and develop team members to ensure consistent service delivery aligned with brand standards.
- Manage workload allocation and team scheduling, ensuring appropriate cover during peak periods, holidays, and absences.
- Act as the key escalation point for complex customer queries and complaints, supporting the team with effective resolution and decision-making.
- Promote open communication and regular feedback within the team to encourage continuous improvement.
- Oversee day-to-day customer service and operational performance across multiple brands, ensuring SLAs and service standards are consistently achieved.
- Oversee order processing, monitor out-of-stock items, and resolve issues with customers, colleagues, and third-party partners.
- Liaise closely with warehouse, courier, purchasing, and finance teams to ensure smooth order fulfilment and accurate, timely invoicing.
- Oversee customer communications across email, telephone, and social media, ensuring all messaging reflects brand guidelines and maintains a consistent tone of voice.
- Support the development and improvement of customer service processes, systems, and tools to streamline workflows, improve efficiency, and enhance the customer experience.
Requirements:
- Proven experience in a customer service management or leadership role, ideally within an SME or product-based sales and service environment.
- Strong people management skills, with a proven ability to motivate, develop, and lead high-performing teams.
- Excellent communication and problem-solving skills, with the confidence to manage complex customer issues and escalations effectively.
- Highly organised, data-driven, and solutions-focused, with a proactive approach to continuous improvement.
- Knowledge or experience of warehouse operations would be advantageous.
- Experience using CRM, e-commerce, ERP (e.g. NetSuite), and/or order management systems.
- Strong Excel skills with the ability to use data to monitor performance and support decision-making.
Next Steps…
Shortlisted candidates will obviously be contacted for this specific role and if you haven’t heard from us within a week, please assume you have been unsuccessful on this occasion. We'd love to give feedback to every applicant but due to the sheer volume of applications we receive, unfortunately this just isn't possible. We will keep your CV on file to contact you with regards to future roles and any other advice to help you. Alternatively, feel free to contact us for a chat.
Head of Customer Service in Redditch employer: Kenny Recruit
Join a dynamic consumer products business in Central London, where you will thrive in a culture that values innovation and collaboration. As a Strategic National Account Manager, you'll enjoy the autonomy to shape commercial strategies while benefiting from extensive professional development opportunities and a supportive work environment. With a focus on building lasting client relationships, this role offers a rewarding career path in a vibrant city known for its diverse market potential.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service in Redditch
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kenny Recruit. 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 Kenny Recruit 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 Customer Service in Redditch
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 Kenny Recruit:Your cover letter is your chance to shine! Tell us why you want to work at Kenny Recruit 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 Kenny Recruit!
How to prepare for a job interview at Kenny Recruit
✨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.
