At a Glance
- Tasks: Lead a customer service team to enhance experiences and drive business growth.
- Company: Dynamic organisation focused on outstanding customer service.
- Benefits: Hybrid working, flexible hours, 25 days holiday, private healthcare, and employee discounts.
- Other info: Opportunity to develop teams and influence senior stakeholders.
- Why this job: Shape customer strategy and make a real impact in a growing company.
- Qualifications: Proven leadership in customer service and experience with multi-channel environments.
The predicted salary is between 63000 - 77000 £ per year.
Head of Customer Service - £70,000 + Benefits - Birmingham | Hybrid (3 days office, 2 days home) Are you ready to lead a customer experience function where your decisions directly impact loyalty, retention and growth?
Can you transform customer service into a function that delivers outstanding experiences while driving commercial results?
We are working with a growing organisation looking for an experienced Head of Customer Service to lead their customer operation and shape the next stage of their customer experience strategy.
This is a senior leadership role for someone who understands that great customer service goes beyond resolving issues — it builds trust, protects revenue and creates long-term customer relationships.
The role You will take ownership of the customer service strategy and operation, leading a customer-focused leadership team and overseeing a multi-channel environment covering phone, email, live chat, social media and aftercare.
You will improve service performance, develop operational excellence and ensure customers receive a consistent, high-quality experience at every touchpoint.
You will also manage outsourced service partnerships, ensuring strong governance, performance management and seamless delivery.
Key Responsibilities
- Develop and deliver a customer service strategy aligned with business growth
- Lead, coach and develop high-performing service teams
- Improve customer satisfaction, quality and first-contact resolution
- Use data and customer insight to identify improvements and opportunities
- Own service reporting, KPIs and operational performance
- Manage complex complaints and customer escalations
- Improve processes to reduce customer effort and increase efficiency
- Build strong relationships across the wider business and external partners About You You will have:
- Proven experience leading senior customer service or contact-centre operations
- Experience managing multi-channel customer environments and outsourced partners
- Strong knowledge of customer experience, complaints and retention strategies
- Experience using data, technology and reporting to drive improvements
- Commercial awareness with the ability to balance customer outcomes and business goals
- Strong leadership skills with the ability to influence senior stakeholders
- Experience within retail, ecommerce, luxury, hospitality or another customer-focused sector would be beneficial. The Benefits
- Hybrid working
- Flexible hours
- 25 days holiday plus bank holidays
- Private healthcare and wellbeing benefits
- Birthday day off
- Enhanced family leave
- Cycle to work scheme
- Employee discounts and rewards If you are looking for a role where you can shape customer strategy, develop teams and make a measurable impact, we would love to hear from you
Head of Customer Service in Birmingham employer: Anonymous
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