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Head of Aftersales Operations
Department: Customer Operations
Location: Coleshill
Hours: Full-time, Monday-Friday
Salary: £40,000 - ?45,000 + performance-related bonus

Our client is currently looking for a Head of Aftersales Operations to join their team. the Head Of Aftersales will fully accountable for our client's aftersales function end to end. This role owns everything that happens after the sale - customer issues, complaints, resolutions, returns, repairs, warranties, and escalations. The role exists to protect the brand, control cost, improve customer outcomes, and run a tight, motivated, high-performing team.

This is not a passive or reactive role. The successful candidate will take control, set standards, improve systems, and become the single point of accountability for Aftersales across the business.

Key Accountabilities

Own the full aftersales journey from first customer contact to final resolution.
Act as the single internal point of accountability for all aftersales matters.
Personally handle complex, high-risk, or high-value customer cases.
Lead the resolution of complaints relating to product quality, delivery, damage, service failures, returns, and refunds.
Ensure compliance with UK consumer legislation and protect brand reputation.
Lead, motivate, and develop the Aftersales team with clear expectations and performance management.
Improve productivity, efficiency, and team morale.
Review and redesign aftersales processes to improve speed, quality, and cost control.
Work closely with operations, logistics, buying, and IT to improve systems and workflows.
Control aftersales costs including refunds, replacements, repairs, and goodwill gestures.
Set, track, and report KPIs including resolution times, customer satisfaction, and cost of aftersales.

Systems & Technology

Must be very strong on systems, comfortable working across multiple platforms, and quick to learn and improve operational processes through effective system use.

Skills & Experience

Proven experience managing an Aftersales, Customer Service, or Complaints function.
Strong people management and leadership experience.
Excellent escalation handling and conflict-resolution skills.
Confident decision-maker with strong commercial judgement.
Organised, resilient, and comfortable operating under pressure.
Knowledge of UK consumer law desirable.

Personal Attributes

Strong ownership mindset and accountability.
Hands-on, practical, and solutions-focused.
Comfortable making difficult decisions.
Able to motivate teams and raise standards.
Committed to growing with a fast-scaling, founder-led business.
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