At a Glance
- Tasks: Lead and innovate our Customer Services function to enhance customer experiences.
- Company: Join a premium luxury retail brand focused on exceptional service.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Opportunity to shape the future of customer experience in a luxury setting.
- Why this job: Make a real impact by transforming customer journeys and leading a passionate team.
- Qualifications: Proven leadership in customer service with a focus on improvement and strategy.
The predicted salary is between 56250 - 68750 £ per year.
- Head of Customer Services
- Department: Customer Services
- Reports to: Director of Operations
About the Role
We are looking for an experienced and commercially minded Head of Customer Services to lead the next stage of development of our Customer Services function.
This is a key leadership role responsible for leading our Customer Services function and driving continuous improvement across the customer experience.
The successful candidate will bring strong customer service leadership experience, a passion for improvement and the ability to turn customer insight into meaningful business change.
Working within a premium/luxury retail environment, you will be responsible for setting the Customer Services vision, developing our service standards, improving processes and systems, and building a high-performing team that delivers outstanding experiences for our customers.
This role is ideal for an experienced Customer Services leader who enjoys both strategic thinking and practical delivery - someone who can set the direction while working closely with teams to make improvements happen.
Key Responsibilities Customer Service Strategy & Leadership
- Develop and own the Customer Services strategy and roadmap.
- Define what exceptional customer service looks like and establish clear service standards across all channels.
- Lead, inspire and develop the Customer Services team, creating a culture of ownership, accountability and continuous improvement.
- Establish clear objectives, KPIs and performance expectations for the department.
- Build strong relationships across the business to ensure the customer voice influences decision-making.
- Act as the customer advocate within the wider business.
- Customer Experience Improvement
- Lead and continuously improve the end-to-end customer journey.
- Identify opportunities to improve customer satisfaction, loyalty and retention.
- Use customer feedback, complaints and service data to identify improvement opportunities.
- Develop effective complaint handling and customer recovery processes.
- Ensure our service reflects the expectations of a premium/luxury brand.
- Work closely with Operations, Retail, E-commerce, Product, Marketing and Logistics teams to resolve recurring customer issues.
- Performance & Customer Insight
- Define and develop Customer Services KPIs, SLAs and reporting frameworks.
- Review performance trends and use data to drive decisions and improvements.
- Analyse customer contacts, complaints, cancellations, returns and feedback to identify root causes.
- Ensure Customer Services insight is shared across the business and leads to action.
- Present key performance updates, trends, risks and improvement opportunities to senior leadership.
- Challenge existing ways of working and identify opportunities to improve efficiency and customer experience.
- Process, Systems & Innovation
- Review and improve Customer Services processes to support scalability and efficiency.
- Maximise the use of customer service platforms, CRM tools and reporting systems.
- Identify opportunities for automation and improved workflows while maintaining a personal customer approach.
- Partner with IT and other teams to deliver system improvements.
- Ensure Customer Service documentation, procedures and ways of working remain current and effective.
- People Leadership & Development
- Take direct responsibility for developing the Customer Services Manager strategic and leadership capability - through structured coaching, regular feedback and a formal, tracked development plan.
- Build capability through structured training, coaching and development plans across the wider team.
- Establish quality monitoring and feedback processes.
- Support recruitment and onboarding strategies.
- Build a clear succession and development pathway within Customer Services, so key roles are never a single point of failure.
- Create a culture where colleagues feel empowered to make decisions and deliver excellent service.
- Integrate Customer Services into the wider business by building strong cross-functional relationships across key departments, ensuring effective communication, shared accountability and close collaboration on customer experience, operational issues and business priorities.
- Workforce Planning & Peak Management
- Own the overall Customer Services capacity strategy.
- Ensure appropriate resource planning for seasonal peaks and business growth.
- Review channel demand and ensure the department is structured effectively.
- Work with the Customer Services Manager to ensure recruitment, training and resource plans are delivered ahead of peak periods.
- Continually review productivity, efficiency and cost-to-serve.
- Customer Channels
- The Customer Services function supports customers across multiple channels including:
- Telephone
- Live Chat
- Whats App
- Hero
- Social media messaging
- Trustpilot and customer review platforms
The successful candidate will ensure we provide a consistent and exceptional experience across every interaction.
About You
• We are looking for some who has
- Significant experience leading Customer Services or Customer Experience functions.
- Experience managing and developing managers and team leaders.
- Proven experience improving customer journeys, processes and service standards.
- Strong understanding of Customer Service KPIs, SLAs, sales targets and performance management, with the confidence to use data to inform decisions, identify commercial opportunities and challenge existing ways of working.
- Experience managing multi-channel customer service operations.
- A strong commercial mindset, with experience driving sales performance through Customer Services while maintaining exceptional service standards and protecting the customer experience.
- Strong analytical and problem-solving skills.
- Excellent communication, relationship-building and stakeholder management skills.
- A genuine passion for developing people and creating future leaders, not just managing a team.
- A track record of taking ownership and driving improvements rather than waiting for direction, balancing strategic thinking with practical delivery.
- An understanding that excellent customer service means preventing problems from recurring, not just resolving them.
- Experience within luxury retail, premium brands, fashion, e-commerce or a similar customer-focused environment would be advantageous.
If you are passionate about creating exceptional customer experiences and have the leadership skills to take a Customer Services function to the next level, we would love to hear from you.
Head of Customer Services in Fernhurst employer: Aspinal of London
Aspinal of London is an exceptional employer, offering a vibrant and supportive work culture that prioritises employee growth and development. Located in the heart of London, our team enjoys hybrid working opportunities, competitive salaries, and generous staff discounts on our luxury collections, making it a rewarding place to advance your marketing career while being part of a dynamic and creative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Services in Fernhurst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aspinal of London. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aspinal of London before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Services in Fernhurst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aspinal of London:Your cover letter is your chance to shine! Tell us why you want to work at Aspinal of London specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aspinal of London!
How to prepare for a job interview at Aspinal of London
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
