Head of Customer Service

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 S...