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For Companies At a Glance
- Tasks: Lead customer operations and enhance the entire customer journey from enquiry to delivery.
- Company: Rapidly scaling business with a focus on innovation and customer experience.
- Benefits: Competitive salary of £80,000 and full ownership of customer strategy.
- Why this job: Make a strategic impact in a growing business and shape customer experiences.
- Qualifications: Experience in a Head of role within a product-focused organisation.
- Other info: On-site role in Liverpool with opportunities for significant career growth.
The predicted salary is between 72000 - 84000 £ per year.
About Our Client
As Head of Customer, you will lead the entire customer operation, overseeing:
- A multi-channel contact centre (digital, telephony, email, and admin)
- Full product journey management - from initial enquiry to delivery, aftercare, and repeat orders.
- Specialist teams including Training, Quality, Resource Planning, and Digital Experience.
Job Description
You will own the customer strategy and work closely with internal teams – including Warehouse, Logistics, and Sales – to ensure a consistent, seamless customer experience. Reporting directly to the C-suite and working with PE partners, you will also hold accountability to the regulator, ensuring all customer compliance and recommendations exceed expectations. This is a hands-on leadership role where you can make a real impact on every advisor and customer.
We’re looking for someone who can:
- Drive innovation and implement operational strategies that improve adherence, waiting times, and efficiency without compromising service levels.
- Understand complex product journeys – ideally with experience in manufacturing-to-consumer delivery processes within a regulated environment.
- Own and deliver a CX strategy with measurable improvements to satisfaction, feedback scores, and commercial outcomes.
- Leverage technology to enhance service while maintaining a personal, human touch.
The Successful Applicant
We’re seeking a strategic and inspirational leader who can:
- Have held a Head of level role within a products-style organisation.
- Lead and develop teams to high performance in a contact-centre environment.
- Navigate the complexities of regulated, multi-step customer journeys.
- Balance operational efficiency with exceptional service delivery.
- Influence stakeholders at all levels, including C-suite and PE investors.
What’s on Offer
This is a senior leadership role in a privately owned but rapidly scaling business with significant investment. Many processes are evolving to meet today’s scale and tomorrow’s ambitions – you’ll play a pivotal part in shaping that journey.
What You’ll Get
- £80,000 salary
- A rare opportunity to make a strategic impact in a growing business
- Full ownership of the customer operation and experience strategy (Full time)
- On-site role based in Liverpool
Please note: Due to annual leave, applications will be reviewed from mid-August onwards. Please submit your application online, as further details cannot be shared at this stage.
Head of Customer Service in Liverpool employer: Page Personnel
Contact Detail:
Page Personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service in Liverpool
✨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 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 those interviews by researching the company and its customer service strategies. Be ready to discuss how you can drive innovation and improve efficiency while keeping that personal touch. Show them you’re the perfect fit for their vision!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and where you can make a real impact. Use our website to find roles that excite you and match your skills, especially in regulated environments.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
We think you need these skills to ace Head of Customer Service in Liverpool
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Head of Customer Service role. Highlight your experience in leading customer operations and any relevant achievements that showcase your ability to drive innovation and improve service levels.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Mention specific experiences that relate to managing multi-channel contact centres and how you've successfully navigated complex customer journeys.
Showcase Your Leadership Skills: We want to see how you’ve led teams to high performance in a contact-centre environment. Share examples of how you've influenced stakeholders and driven operational efficiency while maintaining exceptional service delivery.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Page Personnel
✨Know Your Customer Journey
Make sure you understand the entire customer journey from initial enquiry to delivery and aftercare. Be ready to discuss how you would improve each stage, especially in a regulated environment. This shows you’re not just familiar with the process but can also innovate within it.
✨Showcase Your Leadership Style
Prepare examples of how you've led teams to high performance in a contact centre setting. Highlight your ability to inspire and develop others, as well as how you balance operational efficiency with exceptional service delivery. This will demonstrate your fit for a hands-on leadership role.
✨Engage with Stakeholders
Think about how you would influence stakeholders at all levels, including C-suite and PE investors. Prepare to discuss your strategies for building relationships and ensuring alignment across departments like Warehouse, Logistics, and Sales. This is crucial for a role that requires collaboration.
✨Leverage Technology Wisely
Be ready to talk about how you would use technology to enhance customer service while maintaining a personal touch. Share specific tools or strategies you’ve implemented in the past that improved customer satisfaction and operational efficiency. This shows you’re forward-thinking and tech-savvy.
