Head of Customer Experience & Service Delivery

Wilton Bradley Ltd; Heathfield; On-site; GBP 40,000 - GBP 45,000; Full time

Job summary

A customer-focused company in Heathfield seeks an experienced Head of Customer Services to lead their multi-channel customer service operation. This role includes full responsibility for customer experience, operational performance, and team development. The ideal candidate will have proven experience in retail or ecommerce environments, outstanding stakeholder management skills, and a strong background in process improvement. This position offers comprehensive benefits, including a competitive salary, annual holiday, and development opportunities.

Benefits

33 days of holiday

40% off products

Healthshield cash back scheme

Company pension

Free on-site parking

Qualifications

• Proven experience leading customer service teams in retail or ecommerce.
• Experience in high-volume contact centre operations.
• Strong process improvement and change management capability.

Responsibilities

• Lead the customer service strategy in line with business objectives.
• Manage, coach, and develop the customer service team.
• Define, monitor, and optimise KPIs for a high-volume contact centre.

Skills

Retail management

Customer service excellence

CRM platforms

Stakeholder management

Process improvement

Education

Degree-level qualification or equivalent

Tools

Contact centre tools

Job description

A customer-focused company in Heathfield seeks an experienced Head of Customer Services to lead their multi-channel customer service operation. This role includes full responsibility for customer experience, operational performance, and team development. The ideal candidate will have proven experience in retail or ecommerce environments, outstanding stakeholder management skills, and a strong background in process improvement. This position offers comprehensive benefits, including a competitive salary, annual holiday, and development opportunities.