At a Glance
- Tasks: Lead a dynamic customer service team and ensure exceptional service delivery.
- Company: Join a market-leading organisation in the aviation sector.
- Benefits: Competitive salary, excellent benefits, and long-term career progression.
- Other info: Opportunity for significant influence and growth within a respected organisation.
- Why this job: Make a real impact in a fast-paced environment with prestigious clients.
- Qualifications: Experience in customer service leadership, preferably in aviation or complex service industries.
The predicted salary is between 50000 - 60000 £ per year.
Are you an experienced customer service leader with a background in aviation, airlines or another fast-paced operational environment? We're recruiting for a Head of Customer Service on behalf of a well-established, market-leading organisation that provides critical services to the aviation sector. This is an exciting opportunity to lead a high-performing customer service function, ensuring exceptional service delivery to some of the industry's most demanding clients.
This is a highly visible leadership role where you'll work closely with operational, commercial and logistics teams to deliver outstanding customer experiences, drive continuous improvement and build long-term client relationships.
The Role
As Head of Customer Service, you'll lead and develop the customer service operation, ensuring customers receive a responsive, proactive and solutions-focused service. You'll be responsible for driving service excellence, managing key customer relationships, developing your team and ensuring the business consistently delivers against demanding service level agreements.
- Lead, motivate and develop the Customer Service team, creating a high-performance, customer-focused culture.
- Act as the senior point of contact for key customer relationships, ensuring exceptional levels of service.
- Build trusted relationships with major clients and internal stakeholders.
- Manage customer enquiries, escalations and service recovery to successful resolution.
- Monitor and improve customer satisfaction, service levels and operational performance.
- Work closely with Operations, Production, Transport and Commercial teams to ensure seamless service delivery.
- Analyse customer performance data, identify trends and implement continuous improvement initiatives.
- Develop and monitor KPIs, service metrics and management reporting.
- Lead customer review meetings and present performance updates to senior stakeholders.
- Identify opportunities to improve processes, efficiency and the overall customer experience.
- Support contract mobilisation, service changes and business growth initiatives.
About You
We're looking for an experienced customer service leader who thrives in a fast-moving operational environment and enjoys building strong relationships with both customers and internal teams. Experience within the airline or wider aviation sector would be highly advantageous, although candidates from other complex service-led industries will also be considered.
You’ll Ideally Have
- Experience leading a Customer Service function within aviation, airlines, airport services, commercial laundry, logistics, manufacturing or another operational B2B environment.
- A strong understanding of service delivery, customer relationship management and operational performance.
- Experience managing and developing customer service teams.
- Excellent stakeholder management and communication skills.
- A proven track record of driving customer satisfaction and continuous improvement.
- Strong commercial awareness with the ability to balance customer expectations and operational capability.
- Experience managing customer KPIs, SLAs and service performance.
- Excellent analytical and problem-solving skills.
- Confidence presenting to senior customers and internal leadership teams.
What's on Offer
Salary of £50,000–£60,000 depending on experience. Excellent benefits package. The opportunity to join a respected and growing organisation serving a prestigious customer base. A leadership role with real influence across the business. Long-term career progression within a successful organisation.
If you're a customer service leader with airline or aviation experience looking for your next challenge, we'd love to hear from you.
Head of Customer Service in London employer: Mandeville Recruitment Group Ltd
Join a well-established, market-leading organisation in Berkshire as the Head of Customer Service, where you will lead a dynamic team dedicated to delivering exceptional service in the aviation sector. With a strong focus on employee development and a culture that values continuous improvement, this role offers significant career progression opportunities and the chance to make a real impact within a respected company serving prestigious clients. Enjoy a competitive salary and an excellent benefits package while working in a fast-paced, collaborative environment that prioritises customer satisfaction and operational excellence.
Contact Details:
Mandeville Recruitment Group Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mandeville Recruitment Group Ltd. 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 Mandeville Recruitment Group Ltd 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 Service in London
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 Mandeville Recruitment Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Mandeville Recruitment Group Ltd 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 Mandeville Recruitment Group Ltd!
How to prepare for a job interview at Mandeville Recruitment Group Ltd
✨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.
