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- Tasks: Lead a customer service operation, optimising performance and embedding technology for smarter service delivery.
- Company: Purpose-driven company focused on impactful customer service solutions.
- Benefits: Competitive salary, bonus, hybrid working, private medical insurance, and generous holiday allowance.
- Why this job: Join a passionate team and make a real difference in customer experiences.
- Qualifications: Proven experience in leading large-scale contact centres with a focus on performance improvement.
- Other info: Opportunity for executive exposure and long-term career growth.
The predicted salary is between 90000 - 110000 £ per year.
The Company is a purpose-driven, commercially sharp business where decisions genuinely impact lives. A leading provider of critical customer service solutions, supporting sectors where reliability and empathy are key. Backed by serious investment and on a journey to modernise how their services operate.
This is a pivotal leadership role with genuine succession opportunity, within one of the UK’s largest service operations. You’ll join a Senior Management team passionate about doing things right; for customers, colleagues, and the space they serve, and lead a contact and response centre encompassing critical service functions.
Your goal is to take this operation and turn it into a technology-led, insight-driven centre of excellence. You’ll optimise performance, strengthen customer relationships, and lead a transformation that makes the service smarter, faster, but without losing that critical human touch.
Lead a capable and committed management team and take total control of the budget and resources at your disposal, to make real change. Optimising workforce planning and process design. Embedding technology and rethinking customer journeys.
Your role here is to ideate, execute and own!
The ideal candidate is an experienced operational leader who combines commercial rigour with empathy and purpose. Someone that wants total autonomy and ownership of a business unit, operating as a mini-MD, with future development into the larger role within a PE business.
You know how to manage complex, regulated service environments, and be comfortable getting into the weeds one day, and then stepping back and taking a broader picture look the next day. You need to be as comfortable inspiring our team as you are planning annual budgets!
You’ll demonstrate that:
- You’ve led large-scale (200+ seat) contact or service centre operations with measurable performance improvement.
- You can work with customers to deliver exceptional experiences and outcomes, understanding their challenges and being the advocate for improvement, alongside your leadership team.
- You know how to use data, systems, and technology to drive smarter service delivery.
- You’re confident managing multiple stakeholders, including senior leadership and key clients.
- You can balance commercial accountability with a deep understanding of people and culture.
- You’re calm under pressure and thrive in environments where reliability and trust matter most.
- You bring an engaging, empowering leadership style, enabling strong managers to own their domains and grow.
- You’re looking for a long-term opportunity to make an impact, work closely with the MD and build your own senior leadership growth plan.
The package includes £90,000 - £110,000 + bonus, 26 days holiday plus bank holidays, increased pension contribution, private medical insurance, life assurance, and hybrid working with a Southern-Hampshire office (very flexible setup!). You’ll have full ownership, executive exposure, and the opportunity to build something lasting, while leading a team that genuinely makes a difference.
Locations
Head of Customer Service in Hampshire, Portsmouth employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service in Hampshire, Portsmouth
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience and skills make you the perfect candidate for the Head of Customer Service role. Keep it concise and impactful, focusing on your leadership style and results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Customer Service in Hampshire, Portsmouth
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for customer service shine through! We want to see how much you care about making a difference and how you can bring that energy to our team.
Tailor Your Experience: Make sure to highlight your relevant experience in leading large-scale operations. We’re looking for someone who can demonstrate measurable performance improvements, so don’t hold back on those achievements!
Be Data-Driven: Since we’re all about using data and technology to enhance service delivery, include examples of how you've used insights to drive change in your previous roles. Show us you can think strategically while keeping the human touch!
Keep It Professional Yet Personal: While we love a professional tone, don’t forget to inject a bit of your personality into your application. We’re looking for someone who can inspire and engage their team, so let us see the real you!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Know the Company Inside Out
Before your interview, dive deep into the company's mission, values, and recent developments. Understanding their purpose-driven approach and how they impact lives will help you align your answers with their goals.
✨Showcase Your Leadership Style
Prepare to discuss your leadership experiences, especially in large-scale operations. Be ready to share specific examples of how you've inspired teams and improved performance while maintaining a human touch.
✨Data-Driven Decision Making
Since the role focuses on technology-led service delivery, come prepared with examples of how you've used data and technology to drive improvements. Highlight any tools or systems you've implemented that enhanced customer experiences.
✨Engage with Empathy
Demonstrate your understanding of customer challenges and your ability to advocate for their needs. Share stories that reflect your empathetic approach and how it has led to successful outcomes in previous roles.
