Director of Customer Service

2 weeks ago

Northampton, Northamptonshire, United Kingdom AIT Worldwide Logistics Full time £70,000 per year

We are a leading provider of two-person final mile home delivery services, partnering with major retailers to deliver large, bulky, and high-value items directly to customers' homes. Our mission is to deliver an exceptional end-to-end customer experience built on reliability, communication, and care.

The Director of Customer Service will lead the entire customer service operation, ensuring customers receive outstanding support throughout the delivery journey. This senior leader will drive strategy, operational excellence, and continuous improvement across all customer-facing functions, ensuring service levels meet the expectations of both retail partners and end customers.

You will oversee multi-channel customer support operations, working closely with logistics, planning, operations, and client relations teams to deliver a seamless, high-quality final mile experience.

Key Responsibilities

Strategic Leadership

Develop and execute the customer service strategy for a growing two-person final mile delivery operation.

Create a customer-centric culture with a focus on quality, communication, and service recovery.

Lead customer service transformation programs, including technology enhancements, automation, and digital customer touchpoints.

Operational Management

Oversee daily operations of customer service teams, including inbound queries, delivery tracking, issue resolution, and escalations.

Ensure service levels (SLAs), KPIs, and compliance standards are consistently met.

Manage resource planning, workforce management, and performance structures.

Cross-Functional Collaboration

Partner with operations, warehouse, transport, and client service teams to ensure seamless delivery experiences.

Proactively identify service failures, root causes, and corrective actions.

Act as senior point of contact for major retail partners regarding customer experience.

People Leadership

Lead, develop, and mentor a team of customer service managers, supervisors and advisors.

Build training and onboarding programs to support service excellence and skill development.

Foster a high-performing, collaborative environment.

Customer Insights & Continuous Improvement

Own customer satisfaction metrics and NPS scores, driving improvements through data and feedback.

Implement best practices and new processes to improve first-contact resolution and communication.

Lead VOC (Voice of the Customer) analysis and reporting for internal and external stakeholders.

Skills & Experience Required

Senior leadership experience in customer service within final mile delivery, logistics, retail distribution, or a related sector.

Strong understanding of two-person home delivery operations (bulky goods, scheduled deliveries, in-home services).

Proven track record of transforming customer service operations and delivering measurable improvements.

Excellent stakeholder management skills, including experience working with major national or multinational retail partners.

Data-driven approach with strong analytical, reporting, and problem-solving skills.

Outstanding communication, leadership, and change-management abilities.

Experience with CRM and delivery management technologies.

If you'd like to join our ever growing business, apply today and our recruitment team will be in touch.

Salary: £70,000

Rate: Annual Salary

Department: Customer Experience

Shift Pattern: Monday to Friday

Vacancy Type: Permanent

Location: Lodge Farm Industrial Estate, Northampton

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