Head of Customer Services Department

KFS are one of the leading forensic providers in the UK. We pride ourselves on delivering a quality service and building strong working relationships with our customer base. Our team of forensic scientists are experienced in the interpretation and reporting of a wide range of evidence types in support of criminal investigations.

We are passionate about supporting the Criminal Justice system and want to hear from potential employees who share that same passion.

Please read the requirements of the job carefully as your application will be measured against them. Please ensure you have the experience we are looking for. This is a specialist role and as such we will only shortlist those with the relevant experience and attributes.

Role Summary

An operational lead role, overseeing CSD site management. Priorities will be to deliver departmental excellence, quality and efficiency driven by business needs, with a strong emphasis on improving customer service and experience for both internal and external customers.

You will foster a culture of personal development and growth within your team, working closely with your team leaders to nurture and engage your team in maximising their fulfilment, performance and contribution to the business.

It will be essential to work collaboratively with other departments as the bedrock for sustaining productive working relationships and workflows.

Duties & Responsibilities

•First line management responsibility for CSD Team Leaders based within CSD at operational sites

•Drive and communicate your departmental objectives, goals and measures to CSD teams ensuring regular 'on target' reviews take place. Be accountable and take responsibility for all departmental communications, encouraging regular 1:1's and team meetings as appropriate

•Manage your own resources, taking responsibility for your own continued professional and leadership development

•Effective management of all staff resourcing issues, including recruitment, selection and retention and be prepared to delegate authority in support of your team's growth and development

•Measure and assess the performance of your team leaders based on agreed objectives and work plans using the KFS appraisal process and supplementary KPIs. Provide regular feedback to your department on their work performance in a motivational and constructive way

•Deliver corporate objectives in line with business strategy and budget. Partake in annual budget evaluation and setting

•Continuously review processes and procedures to maximise quality, efficiency and cost-effectiveness

•Ensure the CSD Department is compliant with all KFS policies and procedures, including the Quality Management System, Health and Safety, and the Forensic Science Regulator's Code of Practice

•Develop customer service procedures, policies and standards. Internal interface with operational and commercial management to discuss possible improvements to customer services, benchmarking best practices; analysing information and applications

•Improve customer service quality results by evaluating, and re-designing processes; establishing and communicating service standards; monitoring and analysing results; implementing changes

•Review customer feedback and complaints pertaining to CSD, handle complex and escalated customer service issues and track resolution of customer complaints

•Be prepared to step in and conduct day to day processes within CSD (e.g. receiving submissions, return & destruction of exhibits, correspondence with customers regarding reports/statements etc.) as and when required

Personal Attributes

•Customer focused with demonstrable commercial acumen

•High level of professional integrity, strong work ethic

•Quality driven with an excellent attention to detail

•Excellent organisational and time management skills

•Excellent communication skills, able to commune at all levels

•Able to work under pressure and to tight deadlines

•Well-developed inter-personal skills will be essential

•Ability to deal with conflict through to resolution

The role holder will be based at Coventry, Warrington or Norwich and be expected to work from site on a full-time basis, with regular attendance at other sites.

Qualifications / Experience

•A minimum of 5 years' experience and a strong track record in working within a customer service environment

•Experience in a leadership role is highly desirable

•Experience of working to international quality standards

Terms & Conditions

Salary - Competitive, dependent upon experience

Hours - 37 per week

Holidays - 25 days per annum plus statutory holidays

Pension - Contributory

Employee Assistance Programme

Cycle to Work scheme

Retailer discounts

Location: Coventry/Norwich/Warrington

IN ORDER TO PASS OUR STRINGENT SECURITY VETTING YOU MUST HAVE RESIDED IN THE UK FOR THE PREVIOUS 5 YEARS FROM THE DATE OF YOUR APPLICATION. WE CANNOT CONSIDER APPLICANTS THAT HAVE NOT LIVED IN THE UK FOR THE PREVIOUS 5 YEARS AND YOUR APPLICATION WILL BE AUTOMATICALLY REJECTED.PLEASE ENSURE YOU HAVE A VALID RIGHT TO WORK IN THE UK DOCUMENT BEFORE PROCEEDING WITH YOUR ONLINE APPLICATION

KFS is committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. One of our goals is to work within an environment free from discrimination, harassment and prejudice. We aim to embed this in all of our recruitment and selection policies, procedures and practices.

•The closing date for this position is 16 October 2026 at 17:30 but we reserve the right to end the vacancy earlier if we find enough suitable applicants to progress to the next stage. Please note: due to the high volume of applications we receive, if you have not heard back from us within 4 weeks of the closing date please assume you have been unsuccessful on this occasion.