Head of Customer Service

This is a rare opportunity to join a fast-growing, ambitious organisation at a pivotal stage of its development. The business has experienced significant growth over recent years and is now investing in its customer service and customer experience capability to ensure it can scale successfully, integrate future growth and continue delivering exceptional outcomes for customers.

As Head of Customer Service, you will have the opportunity to build, influence and transform a function with genuine executive visibility and long-term career potential. This role will be office based in North Yorkshire.

About the role:

Reporting into the senior leadership team, you will take ownership of a customer service operation supporting a substantial volume of customer interactions across multiple channels, whilst creating a clear customer experience strategy that supports future growth.

This is far more than a traditional customer service management role. You will be responsible for establishing the vision, structure, measures, systems and processes required to create a best-in-class customer function.

Key areas of focus will include:

• Developing and implementing a customer service and customer experience strategy
• Creating meaningful service metrics, KPIs and reporting frameworks
• Introducing customer journey mapping, Voice of Customer initiatives and service segmentation
• Driving improvements in customer satisfaction, productivity and operational performance
• Leading technology, automation, AI and systems development initiatives
• Developing leaders and building capability within the team
• Working cross-functionally to ensure customer insight influences business decision-making
• Supporting the integration and scaling of the customer function as the organisation continues to grow

Experience / Skills

We are seeking an experienced customer service, customer operations or customer experience leader who has successfully improved and professionalised a function within a growing or changing organisation.

You will bring:

• Experience leading customer service, customer operations or customer experience teams
• A track record of implementing KPIs, service standards and operational improvements
• Strong systems, process improvement and transformation expertise
• Experience introducing or improving CRM, customer service or workflow platforms
• A customer-centric mindset combined with commercial awareness
• The ability to balance strategic thinking with hands-on delivery
• Strong stakeholder management and leadership capability
• Experience driving change while maintaining a positive and engaged culture

Exposure to automation, AI, customer experience frameworks and organisational growth programmes would be highly advantageous.

Other information:

This role offers the chance to make a genuine impact. The successful candidate will define the future customer experience vision, influence investment in technology and automation, and help build a scalable function capable of supporting significant future growth.

For an ambitious customer service leader seeking a role where they can shape strategy, lead transformation and leave a lasting legacy, this represents an outstanding opportunity.

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