Full job description*Head of Customer Service & Aftersales
*£50,000
*Bradford based - on-site
*Commerce / Furniture / Online Retail
*Option to work 4 day week (after probation)
Client Details
Michael Page are working in partnership with a growing online retailer who specialise in the distribution of home based products. Following a sustained period of growth, they are looking to appoint a Head of Customer Service & Aftersales in a newly created role. This role will form part of the senior leadership group
Description
*Leadership of the Customer Service, Aftersales & Parts Teams, driving performance and development
*Create and implement KPI’s across the department focused of service levels, efficiency and customer satisfaction
*Review process procedures, existing ways of working & systems, identifying inefficiencies and opportunities to drive improvement
*Introduce robust processes and standards to improve response times, resolution rates, return handling and customer satisfaction
*Manage relationships with 3rd parties including systems providers, couriers and online platforms ensure SLA’s are maintained
*Analyse customer data and feedback to identify trends and undertake route cause analysis to reduce reoccurring customer issues
*Create and present meaningful data & reports Directors focused on performance, challenges and areas for improvement
*Work cross functionally with all departments including warehouse, supply chain and finance
*Drive continuous improvement activities across the business
Profile
*Experience in a senior customer service or aftersales leadership roles
*Knowledge of e-commerce / online selling platforms
*Ability to drive process improvements
*Strong people leader
*Ability to drive operational improvements
Job Offer
*£50,000 salary plus bonus
*Modern offices in outskirts of Bradford (fully on-site)
*Option of 4 day week (condensed hours) after probation