Head of Customer Service

Head of Customer Service - GBP70,000 + Benefits - Birmingham Hybrid (3 days office, 2 days home)

Are you ready to lead a customer experience function where your decisions directly impact loyalty, retention and growth?

Can you transform customer service into a function that delivers outstanding experiences while driving commercial results?

We are working with a growing organisation looking for an experienced Head of Customer Service to lead their customer operation and shape the next stage of their customer experience strategy.

This is a senior leadership role for someone who understands that great customer service goes beyond resolving issues it builds trust, protects revenue and creates long‑term customer relationships.

The role

You will take ownership of the customer service strategy and operation, leading a customer‑focused leadership team and overseeing a multi‑channel environment covering phone, email, live chat, social media and aftercare.

You will improve service performance, develop operational excellence and ensure customers receive a consistent, high‑quality experience at every touchpoint.

You will also manage outsourced service partnerships, ensuring strong governance, performance management and seamless delivery.

Key Responsibilities

• Develop and deliver a customer service strategy aligned with business growth
• Lead, coach and develop high‑performing service teams
• Improve customer satisfaction, quality and first‑contact resolution
• Use data and customer insight to identify improvements and opportunities
• Own service reporting, KPIs and operational performance
• Manage complex complaints and customer escalations
• Improve processes to reduce customer effort and increase efficiency
• Build strong relationships across the wider business and external partners

About You

You will have:

• Proven experience leading senior customer service or contact‑centre operations
• Experience managing multi‑channel customer environments and outsourced partners
• Strong knowledge of customer experience, complaints and retention strategies
• Experience using data, technology and reporting to drive improvements
• Commercial awareness with the ability to balance customer outcomes and business goals
• Strong leadership skills with the ability to influence senior stakeholders
• Experience within retail, ecommerce, luxury, hospitality or another customer‑focused sector would be beneficial.

The Benefits

• Hybrid working
• Flexible hours
• 25 days holiday plus bank holidays
• Private healthcare and wellbeing benefits
• Birthday day off
• Enhanced family leave
• Cycle to work scheme
• Employee discounts and rewards

If you are looking for a role where you can shape customer strategy, develop teams and make a measurable impact, we would love to hear from you.

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