Role OverviewDID Electrical is seeking a commercially savvy Head of Customer Service to lead the customer service function.Reporting to the Director of Marketing, this role has significant influence over DID Electrical's e-commerce business, ensuring the customer experience supports conversion, retention, and long-term brand value. The successful candidate will bring a strong track record of managing complex retail customers.This is a senior management role that balances customer advocacy with commercial discipline, shaping how service contributes to growth rather than acting as a cost centre.Key ResponsibilitiesCustomer Service and Commercial LeadershipLead customer service across all channels: online, phone, email, in-store, and web chatOwn CS KPIs, including call answer rates, Trustpilot TrustScore rating, repeat purchase, Customer Satisfaction Rates, cost-to-serveEnsure online refunds, replacements, returns, and service exceptions are commercially sound and consistentAct as senior escalation point for high-value or sensitive customer issuesAct as senior escalation for service issues and after-sales consultationsE-commerce SupportPartner closely with the Purchasing, Marketing and E-commerce teams to improve the online customer journeyInfluence conversion, basket completion, fulfilment and repeat purchase through service-led improvementsUse CS insight to improve website inventory, product content, delivery, returns, and warranty journeysEnsure service capability scales in line with e-commerce growthCustomer Insight and Brand AlignmentAct as the voice of the customer aligned to MarketingFeed customer insight into campaigns, promotions, and product launchesEnsure marketing promises are operationally deliverable and sustainableOperational Excellence and People LeadershipBuild scalable, efficient CS processes aligned to the business growthReduce avoidable contact through better information, automation, and self-serviceLead and develop a high-performing customer service leadership teamEmbed a culture of accountability, confidence, and commercial awarenessExperience requiredEssentialSenior customer service leadership experience in retail, preferably electrical retailStrong commercial judgment with experience in balancing service outcomes and profitabilityProven ability to manage complex, high-value, or technically informed customersExperience partnering with Marketing and influencing e-commerce performanceDesirableBackground working in electrical retailExperience working with purchasing and warehousingStrong knowledge of CS applications and technologyStrong understanding of digital customer journeys and conversion driversKey AttributesCommercially minded and margin-awareDigitally confident with a strong customer journey perspectiveTechnically credible and calm under pressureData-driven decision-makerCollaborative, high-standards people leader