Head of Customer Operations

Based at the state-of-the-art Sofa Brands International factory at Castlewood, the Head of Customer Operations is responsible for managing the Customer Service and After Sales teams for leading upholstery brands of Parker Knoll, Duresta and Collins & Hayes.

In this role the key responsibility will be acting as the liaison between the business and external customer groups to deliver services to meet the operational and developmental needs of the company and its retail base.

Key accountabilities will be:

  • Developing and implementing a customer service charter and monitoring performance against this.
  • Conducting regular reviews of the Company’s B2B performance with leadership teams across the organisation, providing expectations, performance planning, feedback, training, development and performance.
  • Continually reviewing and monitoring quality and service performance within the business working with improvement teams to address any areas of weakness.
  • Maintaining a customer feedback database ensuring it delivers data on all customer complaints that can be fed back to the wider business and aid product and process improvement.
  • Analyse and distribute data to drive quality improvements across the business.
  • Act as the Senior liaison between the Commercial and Operational teams.
  • Manage and support the Customer Service and After Sales teams to deliver best in class service aligned to Brand values.

To succeed in this role, you will need to have experience of managing customer service teams in a B2B environment, excellent administration skills with the ability to organise and prioritise workload.

In addition, the successful applicant will be able to communicate across all areas of the business and be able to drive through change and business improvements.

In return, you will receive:

  • Competitive salary
  • Contributory pension scheme with life assurance
  • 33 days holiday including bank holidays
  • Well-being programmes including our Employee Assistance Scheme and DoctorLine
  • Employee Discount Scheme – special offers at leading online and high street retail stores
  • Active social and charity committee
  • Cycle to work scheme
  • Discount on staff purchases


Applications are invited in writing to Emma Thrall, Group HR Executive, [email protected]