Head of Customer Service & Aftersales

Head of Customer Service & Aftersales £50,000 Bradford based - on-site Commerce / Furniture / Online Retail Option to work 4 day week (after probation)Client Details Michael 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 & Aftersales in a newly created role. This role will form part of the senior leadership group Description Leadership of the Customer Service, Aftersales & Parts Teams, driving performance and development Create and implement KPI's across the department focused of service levels, efficiency and customer satisfaction Review process procedures, existing ways of working & systems, identifying inefficiencies and opportunities to drive improvement Introduce robust processes and standards to improve response times, resolution rates, return handling and customer satisfaction Manage relationships with 3rd parties including systems providers, couriers and online platforms ensure SLA's are maintained Analyse customer data and feedback to identify trends and undertake route cause analysis to reduce reoccurring customer issues Create and present meaningful data & reports Directors focused on performance, challenges and areas for improvement Work cross functionally with all departments including warehouse, supply chain and finance Drive continuous improvement activities across the businessProfile Experience in a senior customer service or aftersales leadership roles Knowledge of e-commerce / online selling platforms Ability to drive process improvements Strong people leader Ability to drive operational improvementsJob Offer £50,000 salary plus bonus Modern offices in outskirts of Bradford (fully on-site) Option of 4 day week (condensed hours) after probation