Head of Customer Service

Head of Customer Services

Full Time, Monday to Friday (On-Site only)

Based at Head Office, Wigan

We're seeking an inspiring and people-focused leader to shape the future of our customer experience, marketing, and commercial support functions. Leading a dedicated and talented team within our centralised Customer Service Centre, you'll play a key role in driving service excellence, customer satisfaction, and sustainable commercial growth. You'll set the strategic direction for customer service and marketing across the business, ensuring our support, internal sales, and marketing teams work together seamlessly to deliver an outstanding experience for our customers. This is a fantastic opportunity to make a real difference — championing collaboration, developing people, and helping us continue to grow as a customer-first organisation.

Benefits

• Bi-Annual retention bonus
• Company Car / Car Allowance
• 24 days annual leave plus an additional day at 2 years service, 5 years service and 10 years service
• Health & Travel Insurance Cover
• Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
• Group life assurance 3 x basic salary
• Company Pension
• Access to the Ainscough Advantage (People Value) benefits platform

About Ainscough Crane Hire

At Ainscough, our "Always Making the Safe Choice" ethos drives everything we do. We excel in contract lifts, crane hire, and specialist projects, ensuring projects are delivered on time, within budget, and to the highest safety standards.

Key Responsibilities

• Provide leadership and strategic direction for the Customer Service Centre, Internal sales, Marketing, and Commercial Support functions (c.24 FTEs). Reviewing and implementing customer service centre & marketing strategies, plans and processes.
• Carryout 1-2-1 performance & development reviews with direct reports and ensuring objectives are set and achieved. Reviewing the performance of the team, identifying training needs and planning training sessions as appropriate
• Lead customer experience initiatives, embedding customer journey mapping, complaint handling, and satisfaction measurement (NPS, CSAT, CX, CES).
• Formalise, embed and audit agreed performance SLA's for response times, efficiency, accuracy and quality. (core KPI's), ensuring all relevant communications, records and data are updated and recorded in line with agreed processes. Recording statistics and performance levels of the Customer Service Team and preparing reports for Sales Director.
• Create, support and deliver continuous improvement initiatives within the team.
• Liaising with Area Operations/Planning Managers/Depot managers and hire desk controllers to gather information and resolve issues.
• Ensure staffing levels, including shift patterns and the number of staff required are sufficient to meet demand.
• Coaching, motivating and retaining team members. Coordinating bonus, reward and incentive schemes.
• To contribute to the recruitment, induction and training of customer service team members based on the criteria agreed by senior management.
• Support Regional Sales Managers with the induction of new Area Sales Managers
• Support CS technology programmes as required, including roll and training needs
• Act as a member of the Senior Leadership Team, working in partnership with Executive colleagues to deliver business objectives.
• Oversee the Commercial Support function, ensuring accurate pricing for large crane projects and effective management of agreed pricing structures within the ERP system (MSD365 Finance & Operations).
• Oversee all marketing activities including content creation and approval. Working with stakeholders to develop and deliver strategic marketing plans, ensuring campaigns align with wider sales and business objectives.
• Ensure the marketing plan is updated, carrying out twice monthly reviews with the marketing team & a monthly review with the sales directors.
• Manage departmental budgets, forecasting, and KPI delivery across support, internal sales, and marketing functions.

Person Specification

• Proven leadership of multi-functional teams within customer service, inbound sales, telemarketing, and marketing.
• Strong track record of delivering customer satisfaction improvements and embedding customer-first culture.
• Commercial experience in pricing strategy, sales planning, and marketing campaign alignment.
• Strategic marketing experience, including digital, communications, and ROI analysis.
• Budget management
• Strong commercial acumen with ability to influence at executive level.
• Excellent leadership, coaching, and team development skills.
• Advanced analytical and reporting capability with CRM and ERP systems.
• Highly organised and able to manage multiple projects simultaneously.
• Strong communication, presentation, and relationship-building skills.
• Ability to lead change and embed cultural and operational improvements.
• Excellent problem-solving skills

Performance Measurement

• Achievement of departmental KPIs across service, sales, and marketing.
• Customer satisfaction and complaint resolution performance.
• Marketing campaign effectiveness and lead generation ROI.

• Employee engagement, retention, and team development.

• If you're a collaborative leader with a passion for people, customers, and continuous improvement, we'd love to hear from you. This role offers the opportunity to make a genuine impact — shaping strategy, developing teams, and driving excellence across our customer and marketing functions. Join us and be part of a business that values innovation, teamwork, and delivering exceptional service every time.