At a Glance
- Tasks: Lead and develop a customer service and operations team to deliver exceptional experiences.
- Company: Join a growing organisation that values customer experience and operational excellence.
- Benefits: Enjoy autonomy, influence, and the chance to shape business strategy.
- Other info: Be part of a dynamic senior leadership team with excellent career growth opportunities.
- Why this job: Make a real impact by driving change and developing high-performing teams.
- Qualifications: Proven experience in customer service leadership and operational transformation.
The predicted salary is between 60000 - 80000 £ per year.
CCP are delighted to be supporting a growing and ambitious organisation in the search for an experienced Head of Customer Service & Operations. This is a rare opportunity for an accomplished operational leader to take ownership of a customer-facing service function and play a key role in shaping the future direction of the business.
As a member of the senior leadership team, you'll lead a multi-disciplinary operation spanning Customer Service, Technical Support and Field Engineering, driving service excellence, operational efficiency and commercial performance. You'll be responsible for creating a customer-centric culture, delivering continuous improvement initiatives and ensuring the department consistently delivers an exceptional customer experience. This role offers significant autonomy and influence, making it ideal for someone who enjoys leading change, developing high-performing teams and driving measurable business results.
Key Responsibilities- Lead and develop the Customer Service and Operations function, ensuring outstanding service delivery across all customer touchpoints.
- Provide leadership, coaching and performance management to Customer Service Advisors, Technical Support teams and Field Engineers.
- Drive operational excellence through effective planning, resource allocation, workforce utilisation and performance management.
- Identify and implement continuous improvement initiatives to enhance customer satisfaction, productivity and commercial performance.
- Take ownership of departmental strategy, ensuring the function supports wider business objectives and future growth plans.
- Build and maintain strong relationships with customers, suppliers, service partners and internal stakeholders.
- Develop a culture of accountability, collaboration and customer focus across the department.
- Monitor operational and financial performance, identifying opportunities to improve efficiency and profitability.
- Contribute to wider business strategy as part of the senior leadership team.
We're looking for an experienced operational leader who combines strong commercial awareness with a genuine passion for customer experience. You'll likely have:
- Proven experience leading customer service, service delivery or operational teams.
- A track record of driving change, continuous improvement and operational transformation.
- Strong people leadership skills with the ability to motivate, develop and retain high-performing teams.
- Experience managing technical, engineering or field-based service functions.
- Excellent stakeholder management and communication skills.
- Strong commercial acumen and a data-driven approach to decision-making.
- The ability to balance strategic thinking with a hands-on leadership style.
This is an opportunity to join a business that genuinely values customer experience and operational excellence. You'll be given the freedom and support to make meaningful improvements, influence business strategy and build a best-in-class service operation. If you're a commercially minded leader who enjoys driving performance, developing people and creating exceptional customer experiences, we'd love to hear from you.
Apply: This role is being managed by Mark Conway at CCP. If you have the required experience and would like to be considered for this exciting opportunity, please apply online. CCP aims to respond to all applications within 72 hours.
Locations
Head of Customer Service & Operations in Kent, Sevenoaks employer: CCP Recruitment Limited
Join a dynamic and ambitious organisation that prioritises customer experience and operational excellence. As the Head of Customer Service & Operations, you will enjoy a culture that fosters collaboration, accountability, and continuous improvement, with ample opportunities for professional growth and influence within the senior leadership team. This role not only offers significant autonomy but also the chance to shape the future direction of the business in a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service & Operations in Kent, Sevenoaks
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Customer Service & Operations role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer service philosophy and think about how you can contribute to their goals. Tailor your responses to show how your experience aligns with their vision.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share specific examples of how you've driven change and improved customer experiences in previous roles. This is your chance to shine and demonstrate your ability to lead high-performing teams.
✨Tip Number 4
Don't forget to follow up after your interviews! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and keeps you on their radar.
We think you need these skills to ace Head of Customer Service & Operations in Kent, Sevenoaks
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Head of Customer Service & Operations role. Highlight your leadership experience and any achievements in customer service or operational excellence to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background makes you the perfect fit for this role. Be genuine and let your personality come through.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to drive change and improve customer satisfaction. Numbers speak volumes, so include metrics where possible to show your impact!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at CCP Recruitment Limited
✨Know Your Stuff
Before the interview, dive deep into the company’s values and mission. Understand their customer service philosophy and operational strategies. This will help you align your experience with what they’re looking for and show that you’re genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare specific examples of how you've led teams to success in previous roles. Highlight your ability to motivate and develop high-performing teams, as well as any change initiatives you've driven. This is crucial for a Head of Customer Service & Operations position.
✨Be Data-Driven
Since the role requires a strong commercial acumen, come prepared with data or metrics that demonstrate your impact on previous operations. Discuss how you’ve used data to make decisions and improve customer satisfaction, productivity, and profitability.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions that show your strategic thinking. Inquire about their current challenges in customer service and operations, or how they envision the future of the department. This shows you’re not just interested in the role, but also in contributing to their long-term success.
