Head of Customer Service

Head of Customer Service - £70,000 + 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