Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and enhance customer service operations across multiple contact centres.
- Company: Join a purpose-driven organisation dedicated to supporting diverse customer needs.
- Benefits: Enjoy a competitive salary, potential for permanent role, and impactful work.
- Why this job: Make a difference in customer service during a transformative period.
- Qualifications: Experience in leading customer service teams, especially in regulated environments.
- Other info: Based in Glasgow with travel to southern operations; six-month fixed-term contract.
The predicted salary is between 43200 - 72000 £ per year.
Join to apply for the Interim Director of Customer Service role at Adderleys Executive Search
Join to apply for the Interim Director of Customer Service role at Adderleys Executive Search
Stabilise, Strengthen, and Lead a Purpose-Driven Service Function
Initial Six-Month Fixed-Term Appointment
Glasgow
Competitive base salary and benefits
Our client is a purpose-driven organisation operating at the heart of a regulated service environment, with a clear purpose to support and protect the interests of a broad and diverse customer base. With offices across the UK and contact centres located in both Glasgow and the South East, the organisation plays a vital role in its sector through a combination of public-facing services, regulatory responsibilities, and a strong not-for-profit ethos.
The organisation now has an immediate requirement to appoint a Director of Customer Service on a six-month fixed-term basis to provide urgent leadership capacity and operational oversight across its contact centre operations. The interim appointment will play a critical role in stabilising service delivery, addressing performance and structural challenges, and ensuring compliance with government-mandated customer service KPIs.
Serving both business clients (B2B) and end consumers (B2C), with approximately 70 colleagues split across the two contact centres, alongside an outsourced overflow centre, the Director of Customer Service will be responsible for creating alignment across teams and the external provider, embedding consistent standards, and driving a culture of accountability and continuous improvement. Based primarily in Glasgow, the successful candidate will provide day-to-day leadership while also maintaining a strong and visible presence across both sites. A key focus will be on assessing current structures, workflows, and performance metrics, and identifying opportunities to improve efficiency, effectiveness, and customer outcomes.
In addition to short-term service enhancements, the postholder will support internal stakeholders with the planning and execution of longer-term change, bringing a clear, structured approach to operational design and delivery. A strong understanding of customer service processes and performance frameworks will be essential, along with the ability to lead teams through periods of challenge, transition, and improvement.
The ideal candidate will bring significant experience in leading large-scale customer service or contact centre operations across multiple locations, ideally within a regulated, purpose-led, or not-for-profit context. B2B experience is essential, and candidates should demonstrate a strong track record of delivering high-quality service to business clients, managing complex stakeholder relationships, and supporting contractually obligated service performance.
In addition, candidates should demonstrate experience inconsumer-facing service environments, either within the same organisation or in previous roles, showcasing an ability to balance the needs of both business and individual customers. A thorough grasp of operational KPIs such as Grade of Service, CSAT, NPS, AHT and first contact resolution is expected, along with experience of driving service transformation and cultural improvement.
Candidates are likely to come from sectors such as housing, telecommunications, utilities, financial services (banking, insurance etc), public sector agencies or government services, ombudsman or dispute resolution services, or membership-based organisations. Familiarity with CRM systems, workforce planning tools, and multi-channel service environments will be highly advantageous. Above all, the successful candidate will demonstrate a values-led, collaborative approach to leadership, bringing empathy, emotional intelligence, and operational resilience to a highly visible and hands-on role.
This is an excellent opportunity to lead a critical function at a key moment of transition and transformation, with the potential for the role to become permanent beyond the initial contract.
The postholder will be based primarily in Glasgow with regular travel to the organisation’s southern operations.
If you would like to be considered for this opportunity, Adderleys Executive Search invites you to submit your curriculum vitae in absolute confidence for consideration in the first stage of the interview process.
Seniority level
-
Seniority level
Director
Employment type
-
Employment type
Contract
-
Industries
Executive Search Services
Referrals increase your chances of interviewing at Adderleys Executive Search by 2x
Director of Customer Experience, Jobs, 780
Director of Customer Experience, Link Housing
Life Customer & Adviser Service Business Operations Manager
Stirling, Scotland, United Kingdom 5 days ago
Glasgow, Scotland, United Kingdom 1 week ago
Sustainability & Resiliency Area Business Class Leader
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 1 month ago
Blackburn, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 2 weeks ago
Glasgow, Scotland, United Kingdom 1 month ago
EMEA Sales Director, ISV Embedded Solutions
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 3 days ago
Hamilton, Scotland, United Kingdom 2 weeks ago
Internal Audit, Operational Risk, Director (AVP equivalent)
Glasgow, Scotland, United Kingdom 1 month ago
Glasgow, Scotland, United Kingdom 4 weeks ago
Glasgow, Scotland, United Kingdom 3 months ago
Renfrew, Scotland, United Kingdom 2 weeks ago
Glasgow, Scotland, United Kingdom 3 days ago
Embedded IoT / Edge Solutions Sales Representative, Manager and Director
Glasgow, Scotland, United Kingdom 2 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Interim Director of Customer Service employer: Adderleys Executive Search
Contact Detail:
Adderleys Executive Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Interim Director of Customer Service
✨Tip Number 1
Familiarise yourself with the specific customer service KPIs mentioned in the job description, such as Grade of Service and CSAT. Understanding these metrics will help you demonstrate your ability to drive performance improvements during interviews.
✨Tip Number 2
Highlight your experience in leading teams through transitions and improvements. Prepare examples that showcase your leadership style and how you've successfully managed change in previous roles, especially in regulated or not-for-profit environments.
✨Tip Number 3
Research the organisation's values and mission. Be ready to discuss how your personal values align with theirs, as this role requires a values-led approach to leadership. Showing that you understand their purpose can set you apart from other candidates.
✨Tip Number 4
Network with professionals in similar sectors, particularly those with experience in B2B customer service. Engaging with industry peers can provide insights into best practices and may even lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Interim Director of Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and leadership roles. Focus on your achievements in managing teams, improving service delivery, and meeting KPIs, especially in regulated or not-for-profit environments.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the challenges faced in this sector. Mention specific examples of how you've led teams through transitions and improvements, aligning with the values of the organisation.
Highlight Relevant Skills: Emphasise your skills in operational management, stakeholder engagement, and performance metrics. Make sure to mention your familiarity with CRM systems and multi-channel service environments, as these are crucial for the role.
Showcase Your Leadership Style: Demonstrate your values-led approach to leadership in your application. Discuss how you foster collaboration, empathy, and resilience within teams, and provide examples of how you've successfully navigated challenges in previous roles.
How to prepare for a job interview at Adderleys Executive Search
✨Understand the Organisation's Purpose
Before the interview, make sure you grasp the core mission of the organisation. They are purpose-driven and focused on supporting a diverse customer base, so demonstrating your alignment with their values will be crucial.
✨Showcase Your Leadership Experience
Prepare to discuss your previous leadership roles in customer service or contact centre operations. Highlight specific examples where you've successfully led teams through challenges and improved service delivery.
✨Familiarise Yourself with Key Performance Metrics
Brush up on operational KPIs such as CSAT, NPS, and AHT. Be ready to explain how you've used these metrics to drive performance improvements in past roles, as this will show your analytical skills and understanding of customer service frameworks.
✨Demonstrate Emotional Intelligence
Given the emphasis on empathy and collaboration in the role, prepare to share examples of how you've effectively managed stakeholder relationships and led teams with emotional intelligence. This will help convey your suitability for a hands-on leadership position.
