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The Head of Customer Operations will lead the customer service team, ensuring optimal customer satisfaction and service efficiency. This role will play a crucial part in driving the company's success by enhancing customer relationships and implementing strategies to optimise service delivery.
This role is full time office based
Client Details
This is a brilliant opportunity to join a respected B2B wholesale organisation at a time of operational growth and change. The role will lead a team of up to 24 across core customer service and back-office functions - including complaints resolution, logistics queries, order management, and stock support. The successful candidate will bring clarity, structure and a people-first approach, embedding a consistent customer service culture and aligning teams to deliver a more joined-up experience.
Description
Key responsibilities include:
Leading and inspiring cross-functional customer service and administrative teams, ensuring alignment to service standards and shared goals
Creating and embedding sustainable, scalable processes that enhance the end-to-end customer journey
Acting as a senior point of contact for operational queries, driving continuous improvement and supporting internal collaboration
Promoting a proactive customer service culture by identifying gaps and implementing best practice solutions
Working closely with senior stakeholders across the UK and Europe to align service delivery with wider commercial priorities
Profile
We're looking for someone who:
Is a proven leader in customer service, ideally within B2B, wholesale or supply chain environments
Has experience managing multi-skilled teams across order admin, logistics support, complaints and general customer service
Understands how to improve processes, performance and culture to deliver tangible service improvements
Thrives in a busy, evolving environment with multiple moving parts and stakeholders
Is an excellent communicator who can lead teams through change and influence at senior level
Job Offer
This is a full-time, site-based role in West Midlands and offers the opportunity to make a real impact in a business that values strong leadership and continuous improvement. The organisation is people-focused and collaborative, and is looking for someone who can grow with the role and potentially step into a more senior position over time.
Salary: 55,000 - 65,000
Benefits include: company car, medical cover, 6% pension, and employee discounts.
