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For Companies At a Glance
- Tasks: Lead and develop a customer service team to enhance customer satisfaction.
- Company: Join a fast-growing consumer brand focused on exceptional customer experiences.
- Benefits: Enjoy a full-time role with opportunities for growth in a dynamic environment.
- Why this job: Make a real impact on a global brand while fostering a culture of excellence.
- Qualifications: Proven leadership in customer service with a customer-first mindset required.
- Other info: This is an on-site position in North East England.
The predicted salary is between 43200 - 72000 £ per year.
A 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 Role
You 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 Responsibilities
- Lead and develop the customer service team, ensuring SLAs and KPIs are consistently met
- Create and execute strategies to enhance customer satisfaction, retention, and loyalty
- Oversee customer insights and reporting to inform cross-functional improvements
- Manage escalations, complex queries, and brand reputation with care and confidence
- Implement customer support tools and technologies to streamline and modernise operations
- Develop and refine customer service policies, FAQs, and processes to ensure consistency
- Act as the internal champion for the customer experience across all regions and channels
What We’re Looking For
- Proven leadership experience in a multi-channel customer service environment
- A customer-first mindset with experience shaping and scaling service operations
- Strong commercial awareness and experience working in a fast-paced, growth-focused business
- Experience with support technologies (e.g., CRM, helpdesk, live chat platforms)
- Excellent communication skills and a hands-on, proactive leadership style
- Comfortable working cross-functionally to influence product and operational decisions
If 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.
Head of Customer Service employer: Careers Plus
Contact Detail:
Careers Plus 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. Highlighting measurable outcomes will demonstrate your ability to drive results in a fast-paced environment.
✨Tip Number 4
Research the company’s current customer service strategies and identify areas for improvement. Being able to articulate your vision for enhancing their customer support will set you apart as a candidate who is genuinely invested in their success.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements. Tailor your application to highlight your relevant experience in customer service leadership and your understanding of multi-channel environments.
Highlight Leadership Experience: Emphasise your proven leadership experience in customer service. Provide specific examples of how you've developed teams, met SLAs and KPIs, and implemented strategies that enhanced customer satisfaction and loyalty.
Showcase Customer-Centric Mindset: Demonstrate your customer-first mindset by sharing instances where you shaped service operations or improved customer experiences. Use metrics or feedback to illustrate the impact of your initiatives.
Tailor Your CV and Cover Letter: Craft a CV and cover letter that reflect the skills and experiences mentioned in the job description. Make sure to include your familiarity with support technologies and your ability to work cross-functionally, as these are crucial for the role.
How to prepare for a job interview at Careers Plus
✨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 continuous improvement.
✨Understand Customer Insights
Be ready to discuss how you've used customer insights to drive strategy and improve service delivery. Familiarise yourself with common metrics and KPIs in customer service, as well as how they can inform cross-functional improvements.
✨Demonstrate a Customer-First Mindset
Prepare to articulate your approach to customer satisfaction and retention. Think of specific strategies you've implemented that enhanced customer loyalty and how you would apply similar tactics in this new role.
✨Familiarise Yourself with Support Technologies
Since the role involves implementing customer support tools, brush up on your knowledge of CRM systems, helpdesk software, and live chat platforms. Be prepared to discuss how you've leveraged technology to streamline operations in previous roles.
