Head of Customer Service

About the role

As the Head of Customer Service in North Lanarkshire or Aberdeenshire, you'll lead a team dedicated to delivering exceptional service in the fast‑moving consumer goods (FMCG) sector. Your role will focus on ensuring smooth daily operations, improving customer satisfaction, and driving team performance.

Key responsibilities

• Develop and implement strategies to enhance customer service processes and efficiency.
• Lead, mentor, and manage the customer service team to meet performance goals.
• Monitor customer interactions and feedback to ensure high levels of satisfaction.
• Collaborate with other departments to streamline operations and resolve issues.
• Analyse data to identify trends and areas for improvement in customer service delivery.
• Oversee the handling of complaints, queries, and escalations effectively and professionally.
• Prepare and present performance reports to senior management.
• Ensure compliance with company policies and industry regulations.

Required profile

• Proven leadership experience in a customer service role, ideally within the FMCG industry.
• Strong problem‑solving and decision‑making skills.
• Excellent communication and interpersonal abilities.
• Experience in analysing customer service data and implementing improvements.
• Ability to manage and motivate a team effectively.
• Knowledge of industry regulations and best practices in customer service.

What we offer

• Competitive salary ranging from £55,000 to £65,000 dependent on the level of experience.
• Permanent contract offering job stability.
• Opportunity to lead and shape the customer service function in an FMCG environment.