Head of Customer Service

Position Overview

We are seeking a seasoned Head of Customer Service to join a prominent organisation providing critical aviation sector services located in Berkshire. This key leadership role involves heading a high-caliber customer service team dedicated to delivering superior service to demanding aviation clients. The role requires close collaboration with operations, commercial, and logistics departments to enhance customer experience, drive ongoing improvements, and nurture enduring client partnerships.

Key Responsibilities

• Direct and nurture the Customer Service team to cultivate a culture focused on superior customer performance and engagement.
• Serve as the principal liaison for major client accounts, guaranteeing outstanding service delivery.
• Establish and maintain trusted relationships with key customers and internal partners.
• Handle customer inquiries, escalated issues, and service recovery to a satisfactory conclusion.
• Track and elevate customer satisfaction, adhering to service standards and operational goals.
• Collaborate with Operations, Production, Transport, and Commercial teams ensuring smooth service execution.
• Analyze customer performance metrics, identify patterns, and execute strategies for continuous enhancement.
• Create and oversee KPIs, service benchmarks, and reporting frameworks.
• Lead customer review sessions, providing detailed performance presentations to senior leadership.
• Discover and implement process improvements to boost efficiency and customer experience.
• Support contract initiations, service modifications, and efforts aimed at business expansion.

Candidate Profile

• Demonstrated leadership experience managing customer service functions, preferably within aviation, airlines, airport services, commercial laundry, logistics, manufacturing, or similar operational B2B sectors.
• Comprehensive knowledge of service operations, client relationship management, and performance measurement.
• Proven ability to develop and guide customer service teams effectively.
• Strong communication and stakeholder engagement capabilities.
• A history of enhancing customer satisfaction and executing continuous improvement initiatives.
• Excellent commercial insight, balancing client needs with operational feasibility.
• Experience in monitoring customer KPIs, SLAs, and service performance standards.
• Robust analytical and problem-solving abilities.
• Confident presenter to senior customers and internal executive groups.

Compensation and Benefits

• Annual remuneration package ranging from £50,000 to £60,000, commensurate with experience.
• Comprehensive benefits package.
• Opportunity to be part of a respected, expanding business serving a prestigious clientele.
• A senior leadership position influencing multiple business areas.
• Prospects for long-term career advancement within a successful organisation.