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- Tasks: Lead the transformation of customer experience across key community service divisions.
- Company: Join CSG, a leading provider of procurement services to education and public sectors globally.
- Benefits: Enjoy a £50,000 salary, hybrid work, 25 days leave, and wellness perks.
- Why this job: Make a meaningful impact while driving innovation and customer satisfaction in a dynamic environment.
- Qualifications: Strong leadership skills and a passion for customer satisfaction are essential; experience in service delivery preferred.
- Other info: CSG values diversity and offers reasonable adjustments throughout the application process.
The predicted salary is between 40000 - 60000 £ per year.
Commercial Services Group is one of the leading providers of procurement and support services to education and public sector customers globally. Serving over 15,000 customers, CSG is committed to providing an excellent customer and user experience underpinned by social value and a committed and empowered workforce.
Location: Flexible in Kent - Hybrid
Salary/package: £50,000 per annum
Contract type: Permanent
Hours: Full time
Lead the charge in transforming customer experience across two essential community service divisions, where operational excellence meets meaningful impact. This role exists to unify and elevate the customer experience across Landscape Services and CSG Managing Waste, ensuring excellent service at every touchpoint. It plays a critical part in maintaining a customer-first mindset, driving operational improvements, and supporting digital transformation. As a senior leader, the Head of Customer Experience directly influences customer retention, satisfaction, and the division’s long-term growth.
What you’ll be doing:
- Develop and lead a unified customer experience strategy across both Landscape Services and CSG Managing Waste.
- Champion the voice of the customer in all service delivery, operational, and strategic decisions.
- Lead, coach, and inspire teams to deliver consistent, high-quality customer interactions.
- Engage with frontline staff through regular early morning floor talks and site visits to gather insights and improve service.
- Drive adoption of digital tools to streamline processes and enhance customer engagement.
- Monitor service performance using SLAs, KPIs, and customer feedback to identify and action improvements.
- Support customer retention and growth, working with commercial teams to follow up on quotes and track conversions.
- Promote a customer-centric culture, contributing to staff training, development, and the wider people strategy.
What we’re looking for:
- Strong leadership and people management capabilities, with the ability to inspire and develop teams.
- Data-driven and analytical mindset, with a focus on continuous improvement.
- Able to work flexibly and proactively, with resilience and adaptability in a fast-paced, operational setting.
- Passionate about customer satisfaction, social value, and embedding a culture of care and accountability.
- Proven track record in a senior customer experience or service delivery oriented role, ideally within operational environments.
- Experience working with large, dispersed teams and engaging with frontline staff.
- Background in or understanding of waste management, grounds maintenance, or public sector services (desirable).
- Experience with customer insight, data analysis, and using feedback to drive service improvements.
- Comfortable with commercial processes, including quote follow-ups and supporting sales conversion.
What you’ll get in return:
- Salary of £50,000 per annum with a car allowance of £4000
- 25 days annual leave plus bank holidays
- Life assurance cover (4x salary)
- Pension scheme with 6% employer contribution
- Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme
- Volunteer days and access to a comprehensive wellbeing programme
- A culture of progression and development
Inclusion & Accessibility:
We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds. We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.
Head of Customer Experience employer: Commercial Services Group
Contact Detail:
Commercial Services Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience, especially within the public sector. Understanding how to implement a customer-first culture will be crucial in your role, so be prepared to discuss innovative strategies during your interview.
✨Tip Number 2
Network with professionals in the waste management and grounds maintenance sectors. Engaging with industry peers can provide valuable insights and may even lead to recommendations that could strengthen your application.
✨Tip Number 3
Prepare to showcase your leadership style and how you inspire teams. Think of specific examples where you've successfully led a team to improve customer satisfaction or operational efficiency, as this will resonate well with the hiring managers.
✨Tip Number 4
Demonstrate your analytical skills by being ready to discuss how you've used data to drive service improvements in previous roles. Highlighting your ability to monitor performance through SLAs and KPIs will show that you're data-driven and results-oriented.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience and leadership roles. Use specific examples that demonstrate your ability to drive operational improvements and enhance customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer satisfaction and social value. Discuss how your background aligns with the role's requirements, particularly your experience in managing teams and implementing customer-centric strategies.
Showcase Data-Driven Achievements: Include quantifiable achievements in your application that reflect your analytical mindset. Mention specific KPIs or SLAs you have improved in previous roles, as this will resonate with the company's focus on performance monitoring.
Demonstrate Cultural Fit: Research CSG's values and mission, and weave these into your application. Highlight your commitment to fostering an inclusive workplace and your understanding of the importance of social impact in public sector services.
How to prepare for a job interview at Commercial Services Group
✨Understand the Company Culture
Before your interview, take some time to research Commercial Services Group and their commitment to customer experience. Familiarise yourself with their values and how they integrate social value into their services. This will help you align your answers with their culture during the interview.
✨Showcase Your Leadership Skills
As the Head of Customer Experience, you'll need strong leadership capabilities. Prepare examples from your past experiences where you've successfully led teams, inspired change, or improved customer satisfaction. Be ready to discuss how you can motivate and develop teams in a fast-paced environment.
✨Demonstrate Data-Driven Decision Making
The role requires a data-driven mindset. Be prepared to discuss how you've used data analysis and customer feedback to drive service improvements in previous roles. Highlight specific metrics or KPIs you've worked with and the impact of your decisions on customer experience.
✨Engage with Frontline Insights
Since the position involves engaging with frontline staff, think about how you would gather insights from them. Prepare to discuss your approach to conducting floor talks or site visits, and how you would use that information to enhance service delivery and customer engagement.
