This is a hands-on leadership position responsible for overseeing the Customer Services function, ensuring seamless day-to-day operations while driving continuous improvement across systems, processes and service delivery.
The role also carries ownership of Quality Assurance across the business, safeguarding standards, strengthening compliance and embedding processes that ensure customers consistently receive an exceptional level of service.
Key ResponsibilitiesCustomer Services Leadership*Lead, coach and develop a small Customer Services team, fostering a high-performance, service-led culture
*Oversee daily operations, ensuring smooth workflow, effective workload management and departmental cover
*Act as the escalation point for complex or long-standing customer issues
*Manage third-party logistics and operational supplier relationships where relevant
*Support operational tasks when required, including order processing, pricing queries and shipment coordination
*Monitor stock levels and support purchasing activity to maintain service continuity
*Develop and enhance reporting frameworks to measure performance and drive accountability
*Improve operational systems, information flow and reporting structures
*Identify and implement efficiencies across customer service processes, policies and procedures
*Stay ahead of regulatory or industry changes impacting service delivery
*Provide forecasting support and data-driven insight to senior leadership
*Support recruitment, onboarding and professional development within the team
*Contribute to strategic business discussions at leadership level
Quality Assurance & Compliance*Maintain and continuously enhance quality standards across operations
*Develop, protect and audit processes to ensure compliance and service consistency
*Monitor and analyse quality data, implementing proactive improvements
*Ensure documentation, reporting and record-keeping are accurate and up to date
*Assess customer requirements and ensure service delivery aligns with agreed standards
*Escalate supplier-related quality concerns where necessary
*Act as the primary escalation point for quality-related matters
*Lead continuous improvement initiatives across quality systems and controls
*Deliver training to maintain high standards and regulatory compliance