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- Tasks: Lead and develop a customer service team to enhance satisfaction and loyalty.
- Company: Join a fast-growing consumer brand focused on exceptional customer experiences.
- Benefits: Enjoy a full-time, on-site role with opportunities for growth and impact.
- Why this job: Make a real difference in a global brand while fostering a culture of excellence.
- Qualifications: Proven leadership in multi-channel customer service and a customer-first mindset required.
- Other info: This is a key leadership role in a digitally native, international business.
The predicted salary is between 43200 - 72000 £ per year.
North East England | on-site Working | Full-timeA fast-growing consumer brand is seeking a Head of Customer Service to lead its customer support strategy across the UK, EU, and US markets. This is a key leadership role within a digitally native, international business focused on delivering exceptional customer experiences across e-commerce and retail channels.About the RoleYou will oversee the delivery of high-quality customer service across all support channels, fostering a culture of excellence, empathy, and continuous improvement. As the customer voice within the business, you’ll drive strategy, manage performance, and collaborate with teams across operations, product, and e-commerce to improve the full customer journey.Key ResponsibilitiesLead and develop the customer service team, ensuring SLAs and KPIs are consistently metCreate and execute strategies to enhance customer satisfaction, retention, and loyaltyOversee customer insights and reporting to inform cross-functional improvementsManage escalations, complex queries, and brand reputation with care and confidenceImplement customer support tools and technologies to streamline and modernise operationsDevelop and refine customer service policies, FAQs, and processes to ensure consistencyAct as the internal champion for the customer experience across all regions and channelsWhat We’re Looking ForProven leadership experience in a multi-channel customer service environmentA customer-first mindset with experience shaping and scaling service operationsStrong commercial awareness and experience working in a fast-paced, growth-focused businessExperience with support technologies (e.g., CRM, helpdesk, live chat platforms)Excellent communication skills and a hands-on, proactive leadership styleComfortable working cross-functionally to influence product and operational decisionsIf you\’re passionate about customer excellence and thrive in a high-growth environment, this role offers the chance to make a real impact on a brand that’s expanding globally.Apply now or reach out for a confidential conversation.
Contact Detail:
LinkedIn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Familiarise yourself with the latest trends in customer service technology. Understanding tools like CRM systems and live chat platforms will not only help you in interviews but also show that you're proactive about improving customer experiences.
✨Tip Number 2
Network with professionals in the customer service field, especially those who have experience in multi-channel environments. Engaging with industry peers can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer satisfaction and retention in previous roles. Being able to articulate your impact on customer service metrics will demonstrate your capability for this leadership position.
✨Tip Number 4
Research the company’s current customer service strategies and be ready to suggest improvements or new ideas during your conversation. Showing that you've done your homework will set you apart as a candidate who is genuinely interested in the role.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant leadership experience in customer service. Focus on your achievements in enhancing customer satisfaction and retention, as well as any experience with support technologies.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer excellence and how your background aligns with the company's goals. Mention specific strategies you've implemented in previous roles that improved customer experiences.
Showcase Your Leadership Style: Use examples to demonstrate your hands-on, proactive leadership style. Discuss how you have successfully led teams in a multi-channel environment and how you foster a culture of excellence and continuous improvement.
Highlight Cross-Functional Collaboration: Emphasise your ability to work cross-functionally. Provide examples of how you've influenced product and operational decisions through collaboration with other teams, showcasing your commercial awareness and strategic thinking.
How to prepare for a job interview at LinkedIn
✨Showcase Your Leadership Skills
As a Head of Customer Service, you'll need to demonstrate your leadership experience. Prepare examples of how you've successfully led teams in the past, focusing on how you fostered a culture of excellence and empathy.
✨Understand Customer Insights
Be ready to discuss how you've used customer insights to drive improvements in service delivery. Highlight any specific tools or methodologies you've employed to gather and analyse customer feedback.
✨Demonstrate Commercial Awareness
This role requires a strong commercial mindset. Familiarise yourself with the company's market position and be prepared to discuss how your strategies can enhance customer satisfaction while driving business growth.
✨Prepare for Cross-Functional Collaboration
Since the role involves working closely with various teams, think of examples where you've successfully influenced product or operational decisions. Show that you can work collaboratively to improve the overall customer journey.
