Head of Customer Service B2B - Manufacturing / Engineering Space Scunthopre / Doncaster Area On site with travel to customers required Client Details Page Group are delighted to be working with an industry leading business based in the Scunthorpe / Doncaster area, who are now looking to appoint a new Head of Customer Service. This is a pivotal role within the organisation that forms part of the SLT and will drive key business wide objectives. Description Overall responsibility for all customer activities and interactions post product sales Management and leadership of 10fte across Customer Care, After-sales and Installations Be a point of contact for key customers ensuring exceptional service levels are achieved Ensure customer enquiries are managed within agreed timescales to the full satisfaction of the customer Undertake route cause analysis on Customer Issues to identify faults and ways to improve process and procedures to reduce repeat issues Work cross functionally with Sales, Production, Engineers and Logistics to map out the customer journey, reviewing all touch-points to improve customer experience Meet with customers to understands service performance, ways and areas for improvement and create Strong working relationships with customers that encourage retention Review operating process and procedures ensuring they are robust, fit for purpose and drive maximum efficiency Create and present reports to board level Oversight of installations / engineers ensuring resources are best planned and manage to meet customer demand and meet SLA expectations Profile Experienced in a similar Head of Customer Service / Customer Service Manager role Understanding of manufacturing / engineering industry (desirable) Ability to drive continuous improvement Ability to forge strong working relationships with B2B customers Able to analyse and interpret data Ability to work with senior stakeholders Job Offer The role of Head of Customer Service will join a growing and forward thinking business at their head offices in the Scunthorpe / Doncaster Area. The role will include travel to customer sites therefore the successful candidate will have a full UK Driving Licence Salary of £60,000 - £70,000 plus Car Allowance. Further benefits to be disclosed upon application