Head of Customer Experience

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.
 
BASIC SALARY: £50,000 - £60,000
 
BENEFITS:
· Discretionary bonus (annual and circa 5%)
· Full travel expenses
· 4% Pension
· 23.5 Holidays + Birthday
· Healthcare inc family
 
LOCATION: Bury St Edmunds

COMMUTABLE LOCATIONS: Cambridge, Newmarket, Thetford, Ipswich, Norwich,
 
Why read on?
· A mission that feels meaningful (sustainability)
· A business growing fast enough to create opportunity, not so fast that it's chaos
· The chance to build a function your way, with support when you need it
 
JOB DESCRIPTION : Head of Service Delivery, Commercial Operations Manager, Head of Customer Experience - Manufacturing, Sustainability
 
This isn't just about maintaining service - it's about raising the bar across the entire lifecycle of customer work.

Building on solid foundations and step into a role with genuine influence. Service delivery sits at the heart of our business, linking engineering, transport, logistics, sales, finance and the customer. You'll work closely with stakeholders across the business, ensuring operational excellence is matched with clear communication and a customerfirst mindset.

You'll have the autonomy to create processes that scale and the opportunity to shape a function that will grow significantly as we continue to expand.
 
KEY RESPONSBILITIES: Head of Service Delivery, Commercial Operations Manager, Head of Customer Experience - Manufacturing, Sustainability
 
Working closely with the Group Operations Director, you will:
· 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.
 
PERSON SPECIFICATION: Head of Service Delivery, Commercial Operations Manager, Head of Customer Experience - Manufacturing, Sustainability  
 
You'll be joining at a pivotal moment. Growth is accelerating, and you'll help shape how we scale effectively.
 
To be successful, you'll demonstrate:
· 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)
 
Behaviours :
· 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.
 
THE COMPANY:   
 
Involved and centre at the forefront of the recycling and sustainability world, we are a multi-site business (2 locations) which has gone from strength to strength, our customers include major household names from iconic financial institutions, telecomms to the MOD. We are a dedicated passionate team of c100 focused staff who consistently deliver to our clients' high expectations.
 
INTERESTED? Please click apply. You will receive an acknowledgement of your application.
 
Wallace Hind Selection, alongside our client embrace diversity, champion equality, and foster inclusion to create a work environment where everyone belongs and thrives.
 
Please Note: Wallace Hind Selection have been chosen as the retained recruitment partner of our client and therefore any direct applications to our client from candidates or agencies will be forwarded on to us direct.
 
REF: MH18437, Wallace Hind Selection