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