Head of Customer Service in Portsmouth

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: 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. And more. 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.