Customer Service Director

Location: Oxfordshire Salary: £70,000 - £80,000 (DOE) + Annual Bonus opportunity Job 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:

(phone number removed)