Role Overview DID 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 Responsibilities Customer Service and Commercial Leadership Lead customer service across all channels: online, phone, email, in-store, and web chat Own CS KPIs, including call answer rates, Trustpilot TrustScore rating, repeat purchase, Customer Satisfaction Rates, cost-to-serve Ensure online refunds, replacements, returns, and service exceptions are commercially sound and consistent Act as senior escalation point for high-value or sensitive customer issues Act as senior escalation for service issues and after-sales consultations E-commerce Support Partner closely with the Purchasing, Marketing and E-commerce teams to improve the online customer journey Influence conversion, basket completion, fulfilment and repeat purchase through service-led improvements Use CS insight to improve website inventory, product content, delivery, returns, and warranty journeys Ensure service capability scales in line with e-commerce growth Customer Insight and Brand Alignment Act as the voice of the customer aligned to Marketing Feed customer insight into campaigns, promotions, and product launches Ensure marketing promises are operationally deliverable and sustainable Operational Excellence and People Leadership Build scalable, efficient CS processes aligned to the business growth Reduce avoidable contact through better information, automation, and self-service Lead and develop a high-performing customer service leadership team Embed a culture of accountability, confidence, and commercial awareness Experience required Essential Senior customer service leadership experience in retail, preferably electrical retail Strong commercial judgment with experience in balancing service outcomes and profitability Proven ability to manage complex, high-value, or technically informed customers Experience partnering with Marketing and influencing e-commerce performance Desirable Background working in electrical retail Experience working with purchasing and warehousing Strong knowledge of CS applications and technology Strong understanding of digital customer journeys and conversion drivers Key Attributes Commercially minded and margin-aware Digitally confident with a strong customer journey perspective Technically credible and calm under pressure Data-driven decision-maker Collaborative, high-standards people leader