Head of Customer Service

Company

Brown & Newirth

Location

Hatfield, Hertfordshire

Salary

Salary will reflect the level of ability and experience

Type

Permanent, full-time

Published

Deadline

Head of Customer Service

Brown & Newirth

Hatfield, Hertfordshire

Role Overview

We are seeking an experienced, dynamic, and hands-on Head of Customer Service to lead our customer service department. You will be responsible for driving excellence in customer interactions, ensuring every customer touchpoint reflects our brand values of quality, precision, and dedication. This role is integral to enhancing customer satisfaction and loyalty and ensuring high standards of customer service are maintained.

Key Responsibilities

Leadership: Lead and inspire a team of customer service professionals, fostering a culture of exceptional customer care.

Strategy Development: Develop and implement customer service strategies that align with the company’s goals and uphold the group companies’ high standards.

Customer Experience Management: Own all customer interactions, ensuring consistent delivery of a seamless experience across all channels (online, phone, in-person).

Performance Monitoring: Set, track, and improve key customer service metrics, including response times and resolution rates, to optimise service performance.

Customer Feedback: Collect, analyse, and act on customer feedback, identifying trends and implementing improvements to enhance customer satisfaction.

Complaint Resolution: Manage escalated customer issues efficiently, ensuring swift resolution while maintaining brand integrity.

Collaboration: Work closely with sales, operations, and marketing teams to ensure the customer service strategy supports overall business objectives.

Training and Development: Ensure continuous improvement and skill development within the team through training, coaching, and performance reviews.

Reporting: Provide regular reports to the board, analysing customer service performance and proposing actionable insights.

Key Attributes

Experience Head of Customer Service or a similar senior role, preferably in fine jewellery.
Exceptional leadership skills but is willing to roll their sleeves up and lead by example.
Strong understanding of customer service metrics, processes, and tools.
Outstanding communication, problem-solving, and interpersonal skills.
Ability to handle high-pressure situations with grace and professionalism.

Location

Hatfield, Hertfordshire

Reports to

Managing Director

Benefits

Salary will reflect the level of ability and experience
Performance-related bonus structure
Staff discount
Opportunity to work with the UK’s leading bridal & fine jewellery manufacturers
Professional development and career growth opportunities

How to Apply

Please send your CV and a cover letter outlining your experience and suitability for the role to us by using the application form below.

About Us

Brown & Newirth is the UK’s leading bridal jewellery brand renowned for its craftsmanship and commitment to quality. With a rich heritage, we specialise in creating beautifully crafted engagement rings, wedding bands, and fine jewellery that celebrate life’s most meaningful moments. Our team is dedicated to blending tradition with innovation, offering a highly personalised service to meet the diverse needs of our clients. We are positioned to deliver a customer-centric approach, ensuring exceptional products and luxury experiences at every touchpoint.

brownandnewirth.com

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