Head of Customer Service & Aftersales

Position: Head of Customer Service & Aftersales
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