Customer Service Director

Customer Service Director

Location: Oxfordshire
Salary: £70,000 - £80,000 (DOE) + Annual Bonus opportunity
Job Type: Full Time, Permanent

A leading UK-based service and engineering organisation is seeking a Customer Service Director to lead its busy, high-performing Customer Service Centre. This is a pivotal role, responsible for driving an efficient, professional customer experience and ensuring the effective scheduling of a nationwide engineering workforce.

This opportunity is perfect for a dynamic and experienced leader who thrives in a fast-paced, service-driven environment. You''ll play a key role in shaping the customer journey, improving operational processes, and building a high-performing team culture.

• Lead, coach and motivate the Customer Service Centre team to consistently deliver first-class service.

• Oversee the efficient scheduling of field-based engineers to meet SLAs across PPM, reactive maintenance and emergency call-outs.

• Champion process improvements and customer satisfaction across all service touchpoints.

• Manage the National Administration Desk and Customer Portal teams.

• Implement and track KPIs to continuously improve service performance and team output.

• Collaborate with Key Account and Operational teams to ensure seamless service delivery.

• Proven leadership experience in a customer service or service operations environment.

• Strong background in scheduling engineering or technical field resources.

• Excellent communication and stakeholder management skills.

• A hands-on, proactive approach with a passion for delivering service excellence.

• High level of computer literacy, especially in Excel and customer service platforms (e.g., Freshdesk).

• A collaborative mindset with the ability to coach, develop and inspire others.

• Competitive salary of £70,000 - £80,000 depending on experience.

• Annual performance-related bonus.

• Autonomy to shape a growing function within a forward-thinking business.

• Supportive leadership team and collaborative culture.

• The opportunity to make a tangible impact on both service quality and operational success.

Reach out to me ASAP:

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