Head of Customer Service & Aftersales NEW

Bradford, Yorkshire
Michael Page

• 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