Overview

6 days ago Be among the first 25 applicantsZendbox | eCommerce Fulfilment Specialist provided pay range

This range is provided by Zendbox | eCommerce Fulfilment Specialist. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range

At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up. We\''re scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.The Head of Customer Service is responsible for leading a high-performance team and managing both our internal customer service function and outsourced bureau contact centre to deliver exceptional, end to end service for our external clients. This role is pivotal in ensuring seamless communication and support across all client touchpoints from initial contact through to final resolution. Acting as the voice of the customer within the business, they will develop and execute service strategies that drive quality, consistency, and operational efficiency. With a hands-on approach, they will oversee team performance, resource planning, and service delivery standards, while fostering a proactive, client centric culture that underpins long term partnerships and sustainable business growth.Responsibilities

Design and deliver a high-performing customer service strategy aligned with business goalsLiaise with external clients, implementing a solution where we can sell our contact centre services to existing customersBuild, recruit, and scale a high-performing team with clear objectives and KPIs. Leading and inspiring the team to create a proactive, customer-first cultureDrive customer satisfaction and retention by continuously improving service levelsEstablish and oversee SLA adherence, ensuring efficient and timely resolution of customer queriesPartner with Sales, Operations, and Tech to escalate and resolve complex customer issuesOwn the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvementsDrive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetingsMaintain and optimise customer service systems, tools, and processes (e.g. ticketing, CRM, FAQs)Support onboarding of major clients by ensuring smooth handover to the service teamRepresent the voice of the customer in leadership discussions, ensuring their needs shape business decisionsTechnology and systems review using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionlessKey Deliverables

Implementing a solution where we can sell our contact centre services to existing customersCreate and maintain a world-class customer service operationEnsure all customer service KPIs are met or exceededDevelop talent within the team to foster growth and accountabilityImprove resolution times and customer satisfaction scores across channelsDrive inter-departmental alignment around customer needsSkills and Experience Required

Proven leadership experience in a customer centric organization and the ability to lead and scale high-performing service teamStrong understanding of customer service technology (e.g. ticketing systems, CRMs)Data-driven mindset with the ability to extract insights and act on themExcellent communication, negotiation, and stakeholder management skillsProactive, hands-on leader with a \u2018can-do\u2019 attitudeScale up experience and experience of working with small teams essentialMinimum 5 years in customer service roles, including 2+ years in management or strategic roleAbility to thrive in a fast-paced, high-growth environmentStrong planning, organisational, and prioritisation skillsBenefits

Competitive salary between £50,000 - £60,000 per annumCareer development opportunities and ongoing trainingOn-site parkingSupportive and collaborative work culturePaid Birthday leaveFree food and drinksSeniority level

Mid-Senior levelEmployment type

Full-timeJob function

Customer ServiceIndustries IT Services and IT Consulting

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