Head of Customer Experience in Slough

London | Mission-driven startup | Office-based
We're working with a fast-growing, purpose-led startup tackling a real societal challenge, helping people navigate complex systems and access support they'd otherwise miss. The work genuinely changes lives, and customer experience sits at the heart of everything they do.
They're now hiring a Head of CX to lead and scale a large, phone-led customer operation, currently 20+ people and growing quickly to 50+. This is a hands-on leadership role for someone who believes that empathy, clarity and great process can (and should) coexist.
What you'll be doing • Leading, coaching and developing a high-volume, phone-based customer and sales team • Creating a calm, empathetic, customer-first culture, even at scale • Bringing structure, process and consistency to a fast-growing operation • Owning hiring, onboarding, training and ongoing development of the team • Working closely with senior leadership to improve quality, conversion and sustainable growth • Using data and CRM insight to continuously improve performance and experience
This role is for you if you • Have led large and growing B2C customer or sales teams in fast-paced environments • Lead with empathy in everything you do • Enjoy building structure without losing the human touch • Are comfortable with phone-led, high-volume customer journeys • Want real ownership and the chance to make a tangible impact
Why this role stands out • Meaningful, mission-driven work with visible impact • Significant autonomy and influence as the business scales • A leadership team that genuinely values customer experience • Opportunity to grow into broader senior responsibility over time
If you're a Customer leader who cares as much about how teams perform as what they deliver, this one is worth a conversation!
Interested or curious? Drop us a message or apply to learn more.