Head of Customer Service - DTC Essex - Permanent | Full-Time Highly Competitive Salary & Bonus We are hiring a visionary Head of Customer Service to transform our client's customer service operation, ensuring they meet the increasing demands of their direct-to-consumer (D2C) business. If you have a passion for transformation, efficiency, and delivering an outstanding customer experience, this is the role for you The Role As Head of Customer Service, you will be pivotal in developing a seamless, customer-centric experience while ensuring scalability and efficiency across multiple service channels, including online marketplaces, proprietary websites, and app-based platforms. Your leadership will be instrumental in shaping a high-performing team, driving continuous improvement in user experience (UX) and aligning service operations with business growth. Responsibilities Customer Service Strategy & Optimisation: Assess and implement scalable, efficient customer service frameworks aligned with business objectives. Recommend and integrate cutting-edge customer service software, including ticketing and automation tools. Develop and implement high-quality service standards to enhance customer satisfaction and responsiveness. Leadership & Team Development: Recruit, train, and mentor a high-performing customer service team across inbound calls, email, and digital platforms. Foster a performance-driven culture, encouraging engagement and accountability within the team. Performance Management: Monitor and analyse key service KPIs, including Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), and complaint resolution. Continuously refine service delivery models and performance reports to drive improvements. Operational Excellence: Build strong internal and external stakeholder relationships to align objectives and optimise service delivery. Drive continuous improvement initiatives through root cause analysis, enhancing customer and colleague satisfaction. Skills & Qualifications: Proven experience managing and transforming customer service operations in a B2C/D2C environment. Expertise in implementing scalable processes, automation, and ticketing systems. Strong leadership skills with the ability to engage, inspire, and develop teams in high-pressure environments. Analytical mindset with the ability to interpret performance data and make data-driven decisions. Excellent communication and interpersonal skills, adaptable to various audiences and business contexts. Commercial acumen with a focus on achieving KPIs and driving business growth. Experience managing multi-channel customer service operations, including inbound, outbound, and digital platforms. If you are a forward-thinking leader passionate about delivering top-tier customer service, contact Samantha Chambers or Sarah Palmer; we are shortlisting immediately. Apply now to be part of a journey toward customer service excellence. customerservicejobs headofcustomerservice customerservicemanager DTC hiring Essexjobs