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Wallace Hind Logo Wallace Hind · Customer Service

Head of Customer Service Delivery

United Kingdom, Bury St Edmunds 50000.00 - 60000.00 GBP / Year · Job Posted April 15, 2026
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Job Description

You’re ready to take on a role where the quality of your team’s delivery shapes the experience of every customer we work with. As our Head of Service Delivery / Commercial Operations Manager / Head of Customer Experience, you’ll lead a growing function responsible for the full life cycle of customer jobs – from scheduling, coordination and communication through to reporting, certifications and invoicing. You’ll bring structure, clarity and accountability to a fast moving, purpose driven business.

Job Responsibility

  • Lead the Service Delivery function, setting the tone for quality, ownership and continuous improvement
  • Raise the bar, creating consistent, high quality service delivery across all service lines
  • Drive improvement by embedding scalable processes, KPIs and SLAs to support strong, predictable performance
  • Shape and grow a team developing people, growing capability and defining what excellent service looks like
  • Make an impact helping customers achieve sustainability outcomes while improving their end-of-life technology processes

Requirements

  • A proven track record in creating and implementing customer journey process and procedures (most likely within a production/manufacturing environment)
  • Strong service delivery or customer service leadership background
  • Experience leading, developing and managing teams
  • Direct experience of structured project management (Prince2 or similar)
  • Strong Excel skills (V Lookup, pivot tables etc)
  • A “one team” mentality with a positive mindset and a cando attitude
  • Selfaware, open to personal development and coaching others
  • Approachable, supportive leadership style with strong sense of discipline and accountability

What we offer

  • Discretionary bonus (annual and circa 5%)
  • Full travel expenses
  • 4% Pension
  • 23.5 Holidays + Birthday
  • Healthcare inc family
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