Head of Customer Service and Aftersales

Head of Customer Service and Aftersales 50,000Bradford based - on-siteCommerce / Furniture / Online RetailOption to work 4 day week (after probation)Client DetailsMichael Page are working in partnership with a growing online retailer who specialise in the distribution of home based products. Following a sustained period of growth, they are looking to appoint a Head of Customer Service and Aftersales in a newly created role. This role will form part of the senior leadership groupDescriptionLeadership of the Customer Service, Aftersales and Parts Teams, driving performance and developmentCreate and implement KPI''s across the department focused of service levels, efficiency and customer satisfactionReview process procedures, existing ways of working and systems, identifying inefficiencies and opportunities to drive improvementIntroduce robust processes and standards to improve response times, resolution rates, return handling and customer satisfactionManage relationships with 3rd parties including systems providers, couriers and online platforms ensure SLA''s are maintainedAnalyse customer data and feedback to identify trends and undertake route cause analysis to reduce reoccurring customer issuesCreate and present meaningful data and reports Directors focused on performance, challenges and areas for improvementWork cross functionally with all departments including warehouse, supply chain and financeDrive continuous improvement activities across the businessProfileExperience ..... full job details .....