At a Glance
- Tasks: Lead and transform customer service operations for a fast-growing organisation.
- Company: Join an ambitious company focused on exceptional customer experiences.
- Benefits: Opportunity to shape strategy, influence technology investment, and drive growth.
- Other info: Dynamic role with executive visibility and long-term career potential.
- Why this job: Make a real impact and leave a lasting legacy in customer service.
- Qualifications: Proven experience in customer service leadership and operational improvements.
The predicted salary is between 59400 - 72600 £ per year.
Opportunity: This is a rare opportunity to join a fast-growing, ambitious organisation at a pivotal stage of its development. The business has experienced significant growth over recent years and is now investing in its customer service and customer experience capability to ensure it can scale successfully, integrate future growth and continue delivering exceptional outcomes for customers.
About the role: Reporting into the senior leadership team, you will take ownership of a customer service operation supporting a substantial volume of customer interactions across multiple channels, whilst creating a clear customer experience strategy that supports future growth. This is far more than a traditional customer service management role. You will be responsible for establishing the vision, structure, measures, systems and processes required to create a best-in-class customer function.
- Developing and implementing a customer service and customer experience strategy
- Creating meaningful service metrics, KPIs and reporting frameworks
- Introducing customer journey mapping, Voice of Customer initiatives and service segmentation
- Driving improvements in customer satisfaction, productivity and operational performance
- Leading technology, automation, AI and systems development initiatives
- Developing leaders and building capability within the team
- Working cross-functionally to ensure customer insight influences business decision-making
- Supporting the integration and scaling of the customer function as the organisation continues to grow
Experience / Skills: We are seeking an experienced customer service, customer operations or customer experience leader who has successfully improved and professionalised a function within a growing or changing organisation. You will bring:
- Experience leading customer service, customer operations or customer experience teams
- A track record of implementing KPIs, service standards and operational improvements
- Strong systems, process improvement and transformation expertise
- Experience introducing or improving CRM, customer service or workflow platforms
- A customer-centric mindset combined with commercial awareness
- The ability to balance strategic thinking with hands-on delivery
- Strong stakeholder management and leadership capability
- Experience driving change while maintaining a positive and engaged culture
Exposure to automation, AI, customer experience frameworks and organisational growth programmes would be highly advantageous.
This role offers the chance to make a genuine impact. The successful candidate will define the future customer experience vision, influence investment in technology and automation, and help build a scalable function capable of supporting significant future growth. For an ambitious customer service leader seeking a role where they can shape strategy, lead transformation and leave a lasting legacy, this represents an outstanding opportunity.
To find out more, please apply in confidence.
Head of Customer Service employer: Nigel Wright Group Careers
As a leading engineering business in the North East, our client offers an exceptional work environment that fosters innovation and technical excellence. Employees benefit from a collaborative culture that encourages professional growth and development, with clear pathways to advance into leadership roles. The company's commitment to bespoke product development in safety-critical environments ensures that every team member plays a vital role in solving complex challenges, making this an exciting and rewarding place to work.
Contact Details:
Nigel Wright Group Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nigel Wright Group Careers. 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 Nigel Wright Group Careers 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
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 Nigel Wright Group Careers:Your cover letter is your chance to shine! Tell us why you want to work at Nigel Wright Group Careers 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 Nigel Wright Group Careers!
How to prepare for a job interview at Nigel Wright Group Careers
✨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.
