At Event Cup Solutions Ltd, we're redefining how live events operate by leading the UK's shift toward high impact, sustainable reusable cup systems. We partner with the biggest stadiums, arenas, festivals and theatres across the country to slash single use waste, speed up service, and transform the guest experience through our innovative, rental based reusable cup model.
With state of the art nationwide wash and logistics hubs-equipped to clean and dry over 100 million cups every year,we deliver a fast, efficient and truly scalable operational service to venues of every size. As a ClimatePartner certified organisation and home of the ONE Planet ONE Chance Reusable Cup System, we're proud to help clients meet sustainability goals while elevating front of house performance.
Joining our team means stepping into a future focused business that's growing quickly and innovating constantly.If you're passionate about operational excellence, sustainability, and making a visible impact at some of the UK's most exciting events, you'll thrive here.
Role Overview
We are seeking an experienced, customer-focused, and commercially minded Head of Customer Services to lead our Customer Services function to deliver first class Customer Experience.
The successful candidate will be a highly visible and hands on leader who leads by example through direct customer engagement, relationship building, and exceptional account management.
The role combines leadership of the Customer Services team with responsibility for delivering an outstanding customer experience across the entire customer journey. You will be responsible for the customer service management of several key strategic customers, developing trusted partnerships through regular face to face meetings, proactive communication, and a detailed understanding of each client's business requirements.
You will play a critical role in ensuring exceptional customer satisfaction, retention, service excellence, and long term growth whilst driving a customer centric culture throughout the business.
Regular travel throughout the UK will be required to maintain strong relationships with key strategic customer accounts.
Key Responsibilities
- Build and maintain strong, long term relationships with key customer stakeholders through regular meetings and site visits. Developing a detailed understanding of each customer's business, operational needs, objectives, and future requirements.
- Act as the primary escalation point and trusted advisor for key accounts, Providing a highly responsive and personalised service.
- Ensure the successful end to end management of customer accounts, from onboarding through to ongoing service delivery, customer account development to support contract renewal, and retention.
- Conduct regular account review meetings with customers to evaluate service performance, identify opportunities, and ensure exceptional levels of customer satisfaction.
- Identify process improvements that enhance both operational efficiency and customer satisfaction, developing action plans where improvements are required.
- Prepare and analyse customer service reports and provide insights to senior management.
- Contribute to customer retention strategies and commercial planning.
- Oversee the day to day operation of the Customer Services function, ensuring all customer interactions are handled professionally and consistently.
- Lead, motivate, coach, and develop the Customer Services team.
- Establish clear performance expectations and customer service standards.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Ensure resources are effectively managed to maintain high service standards.
Key Skills & Experience
- Proven experience managing key customer accounts and developing long term customer relationships.
- Previous experience leading and developing internal customer service teams.
- Strong face to face relationship building and stakeholder management skills.
- Excellent communication, negotiation, and interpersonal skills.
- Strong commercial awareness with a focus on customer retention and growth.
- Highly organised with excellent planning and problem solving capabilities.
- Proficient in Microsoft Office applications, including Excel, and CRM/customer management systems.
- Experience within a rental based business environment or an events, contract catering or warehousing industry would be desirable but not essential.
We welcome talent from all backgrounds, identities, and experiences-because diverse perspectives fuel innovation, strengthen our culture, and help us continue pushing boundaries in sustainability and live event operations.
If you're passionate, driven, and ready to make an impact, you'll find a place here. We're proud to be an inclusive employer and we actively encourage applications from all suitable candidates.
Head of Customer Services in Highbridge employer: Impact Group
Event Cup Solutions is an exceptional employer, offering a dynamic work environment where sustainability and innovation are at the core of our mission. As a Wash Centre and Logistics Manager, you will lead a dedicated team in a role that not only promotes personal growth and development but also champions a culture of inclusivity and operational excellence. With opportunities to make a tangible impact on the events industry while enjoying a supportive workplace, we invite you to join us in shaping a greener future.
