Customer Service Director

Role: Permanent
Salary: £75,000/ANNUAL
Location: 320 New North Road, Hainault, Essex, GB, IG6 3ES
Reference: 62302

Customer Service Director

Location: OxfordshireSalary: £70,000 – £80,000 (DOE) + Annual Bonus opportunityJob Type: Full Time, Permanent

A leading UK-based service and engineering organisation is seeking a Customer Service Director to lead its busy, high-performing Customer Service Centre. This is a pivotal role, responsible for driving an efficient, professional customer experience and ensuring the effective scheduling of a nationwide engineering workforce.

This opportunity is perfect for a dynamic and experienced leader who thrives in a fast-paced, service-driven environment. You’ll play a key role in shaping the customer journey, improving operational processes, and building a high-performing team culture.

Key Responsibilities

  • Lead, coach and motivate the Customer Service Centre team to consistently deliver first-class service.

  • Oversee the efficient scheduling of field-based engineers to meet SLAs across PPM, reactive maintenance and emergency call-outs.

  • Champion process improvements and customer satisfaction across all service touchpoints.

  • Manage the National Administration Desk and Customer Portal teams.

  • Implement and track KPIs to continuously improve service performance and team output.

  • Collaborate with Key Account and Operational teams to ensure seamless service delivery.

What We’re Looking For

  • Proven leadership experience in a customer service or service operations environment.

  • Strong background in scheduling engineering or technical field resources.

  • Excellent communication and stakeholder management skills.

  • A hands-on, proactive approach with a passion for delivering service excellence.

  • High level of computer literacy, especially in Excel and customer service platforms (e.g., Freshdesk).

  • A collaborative mindset with the ability to coach, develop and inspire others.

What’s On Offer

  • Competitive salary of £70,000 – £80,000 depending on experience.

  • Annual performance-related bonus.

  • Autonomy to shape a growing function within a forward-thinking business.

  • Supportive leadership team and collaborative culture.

  • The opportunity to make a tangible impact on both service quality and operational success.

Reach out to me ASAP:

craig@zitko.co.uk

07851517928

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