Head Of Customer Service

Role – Head of Customer Operations

Location – Manchester

Salary - £50,000-£60,000 (Plus excellent benefits)
Type – Permanent

Hours - Monday-Friday // 9am-5pm OR 8am-4pm 

Reed are currently working with a well-established and fast-growing business within the electric vehicle sector, dedicated to making EV ownership more accessible. The company designs, manufactures and supplies smart home and commercial EV charging solutions, supported by flexible payment options, customer rewards programmes and a nationwide network of certified installers. Due to continued growth, the company are looking to bring in a Head of Customer Operations within their head office in Manchester.

Role Purpose

The Head of Customer Operations will take full ownership of the customer operations function, ensuring customers receive an outstanding, consistent and efficient service experience at every touchpoint. Reporting to the Managing Director, this is a hands-on leadership role responsible for the day-to-day management and long-term development of the customer service and technical support functions as the business scales.

The successful candidate will initially lead the Customer Service Manager and their team, with responsibility for building out and leading a Technical Operations team. They will work closely with Sales, Group Finance, the Group Warehouse Manager, Group Marketing and the Customer Experience Director to ensure customer operations are joined up with the wider business and support the commercial goals.

Key Responsibilities

Leadership & Team Management

• Build, structure and resource the Customer Operations department in line with business growth, recruiting and onboarding new team members as required.
• Set clear objectives, performance standards and development plans for direct reports, fostering a high-performance, accountable and collaborative team culture.
• Act as a visible, credible leader, role-modelling company values and building strong team engagement and morale.

Customer Operations & Service Delivery

• Own end-to-end responsibility for the customer experience post-sale, including order support, installation coordination, warranty, returns and after-sales technical support.
• Define, implement and continuously improve customer service processes, policies and standard operating procedures to drive efficiency and consistency.
• Set and monitor KPIs and SLAs for response times, resolution rates, customer satisfaction (CSAT/NPS) and first-contact resolution, taking ownership of performance against targets.
• Oversee the resolution of complex or escalated customer issues, ensuring fair, timely and commercially sound outcomes.

Commercial & Performance

• Take full commercial ownership of the customer operations cost base, including team resourcing, warranty costs and third-party service costs, managing to budget.
• Use customer and operational data and insight to identify trends, root causes and opportunities to reduce cost-to-serve while improving customer outcomes.
• Report regularly to the Managing Director on customer operations performance, risks and opportunities, providing clear, data-led recommendations.

Cross-Functional Relationships

• Partner closely with the Sales team to ensure a seamless handover from sale to fulfilment and a joined-up customer journey.
• Work with the Group Finance team on billing, refunds, warranty provisions and cost reporting for the customer operations function.