Head of Customer Service

Are you passionate about sustainability and ready to make an impact with a global brand driving change in their industry? Kenny Recruit’s client is a fast-growing, international group of companies established over 15 years ago.

We are looking for an experienced and people-focused Head of Customer Service to lead our Group’s customer service and operations team on a 12-month fixed-term contract. You will oversee day-to-day operations, ensure the smooth running of order processing, and most importantly, deliver an excellent customer experience across multiple brands. This role combines hands-on problem solving with leadership, process improvement, and cross-functional collaboration.

Pay: £50,000 - £60,000 per annum (dependent on experience) plus benefits
Location: Worcester - 5 days in the office is required
Contract: Full-Time, 12-month Fixed-Term Contract (Maternity Cover)
Working hours: 8:30am - 5.00pm

Key Responsibilities:

Customer Service/Operations:

• Lead, motivate, and support the Customer Service team, fostering a positive, customer-first culture.
• Set clear objectives and performance standards, conducting regular reviews and quality checks across all customer interactions.
• Onboard, train, and develop team members to ensure consistent service delivery aligned with brand standards.
• Manage workload allocation and team scheduling, ensuring appropriate cover during peak periods, holidays, and absences.
• Act as the key escalation point for complex customer queries and complaints, supporting the team with effective resolution and decision-making.
• Promote open communication and regular feedback within the team to encourage continuous improvement.
• Oversee day-to-day customer service and operational performance across multiple brands, ensuring SLAs and service standards are consistently achieved.
• Oversee order processing, monitor out-of-stock items, and resolve issues with customers, colleagues, and third-party partners.
• Liaise closely with warehouse, courier, purchasing, and finance teams to ensure smooth order fulfillment and accurate, timely invoicing.
• Oversee customer communications across email, telephone, and social media, ensuring all messaging reflects brand guidelines and maintains a consistent tone of voice.
• Support the development and improvement of customer service processes, systems, and tools to streamline workflows, improve efficiency, and enhance the customer experience.