At a Glance
- Tasks: Lead and develop a high-performing customer service team to enhance client experience.
- Company: Join Zendbox, a fast-growing company transforming the fulfilment landscape.
- Benefits: Competitive salary, career development, paid birthday leave, and supportive culture.
- Other info: Opportunity to drive continuous improvement and make a real impact.
- Why this job: Shape the future of customer service in a dynamic, ambitious environment.
- Qualifications: Proven leadership in customer service with strong tech and communication skills.
The predicted salary is between 55000 - 65000 £ per year.
3 days ago Be among the first 25 applicants
Zendbox | eCommerce Fulfilment Specialist provided pay range
This range is provided by Zendbox | eCommerce Fulfilment Specialist. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up. We're scaling fast and looking for a Head of Customer Service who can build a world‑class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.
The Head of Customer Service is responsible for leading a high-performance team and managing both our internal customer service function and outsourced bureau contact centre to deliver exceptional, end to end service for our external clients. This role is pivotal in ensuring seamless communication and support across all client touchpoints from initial contact through to final resolution. Acting as the voice of the customer within the business, they will develop and execute service strategies that drive quality, consistency, and operational efficiency. With a hands‑on approach, they will oversee team performance, resource planning, and service delivery standards, while fostering a proactive, client‑centric culture that underpins long‑term partnerships and sustainable business growth.
Requirements
- Design and deliver a high-performing customer service strategy aligned with business goals
- Liaise with external clients, implementing a solution where we can sell our contact centre services to existing customers
- Build, recruit, and scale a high-performing team with clear objectives and KPIs. Leading and inspiring the team to create a proactive, customer‑first culture
- Drive customer satisfaction and retention by continuously improving service levels
- Establish and oversee SLA adherence, ensuring efficient and timely resolution of customer queries
- Partner with Sales, Operations, and Tech to evolve and resolve complex customer issues
- Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements
- Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings
- Maintain and optimise customer service systems, tools, and processes (e.g. ticketing, CRM, FAQs)
- Support onboarding of major clients by ensuring smooth handover to the service team
- Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions
- Technology and systems review using AI and best‑in‑class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless
Key Deliverables
- Implementing a solution where we can sell our contact centre services to existing customers
- Create and maintain a world‑class customer service operation
- Ensure all customer service KPIs are met or exceeded
- Develop talent within the team to foster growth and accountability
- Improve resolution times and customer satisfaction scores across channels
- Drive inter‑departmental alignment around customer needs
Skills and Experience Required
- Proven leadership experience in a customer centric organization and the ability to lead and scale high‑performing service team
- Strong understanding of customer service technology (e.g. ticketing systems, CRMs)
- Data‑driven mindset with the ability to extract insights and act on them
- Excellent communication, negotiation, and stakeholder management skills
- Proactive, hands‑on leader with a ‘can‑do’ attitude
- Scale up experience and experience of working with small teams essential
- Minimum 5 years in customer service roles, including 2+ years in management or strategic role
- Ability to thrive in a fast‑paced, high‑growth environment
- Strong planning, organisational, and prioritisation skills
Benefits
- Competitive salary between £50,000 - £60,000 per annum
- Career development opportunities and ongoing training
- On‑site parking
- Supportive and collaborative work culture
- Paid Birthday leave
- Free food and drinks
Seniority level
- Mid‑Senior level
Employment type
- Full‑time
Job function
- Customer Service
- IT Services and IT Consulting
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Paddock Wood, England, United Kingdom 2 days ago
Head of Customer Service employer: Zendbox | eCommerce Fulfilment Specialist
At Zendbox, we pride ourselves on being an exceptional employer, offering a dynamic and supportive work culture that fosters collaboration and innovation. As the Head of Customer Service, you will have the unique opportunity to shape a high-performing team in a fast-growing environment, with access to career development opportunities and ongoing training. Our commitment to employee well-being is reflected in our competitive salary, paid birthday leave, and a focus on creating a proactive, customer-first culture that drives both personal and professional growth.
Contact Details:
Zendbox | eCommerce Fulfilment Specialist Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect 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 customer service approach and think about how you can contribute to building that world-class operation they’re after.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've built and scaled teams in the past, and how you’ve driven customer satisfaction and retention.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service leadership. We want to see how your skills align with our mission to build a world-class operation.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven customer satisfaction and improved service levels in previous roles. We love seeing quantifiable results!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can inspire a team and foster a proactive culture, so don’t be afraid to show us your passion for customer service.
Apply Through Our Website:We encourage you to submit your application directly 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 Zendbox | eCommerce Fulfilment Specialist
✨Know the Company Inside Out
Before your interview, dive deep into Zendbox's mission, values, and recent developments. Understanding their approach to customer service and fulfilment will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Head of Customer Service, you'll need to lead a high-performing team. Prepare examples from your past experiences where you've successfully built or scaled teams, improved service levels, or implemented effective strategies. Highlight your hands-on approach and how it has driven results.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex customer issues. Think of specific scenarios where you've turned customer feedback into actionable improvements or resolved challenging situations. This will showcase your proactive, customer-first mindset.
✨Demonstrate Data-Driven Decision Making
Zendbox values a data-driven approach. Be ready to discuss how you've used data to analyse trends, improve service delivery, or enhance customer satisfaction. Bring examples of KPIs you've tracked and how they influenced your strategies in previous roles.
