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For Companies At a Glance
- Tasks: Lead and elevate customer service across all touchpoints in a fast-paced FMCG environment.
- Company: Market-leading FMCG organisation based near Glasgow.
- Benefits: Competitive salary of £55K, Monday to Friday hours, and leadership opportunities.
- Why this job: Shape customer experience and drive satisfaction in a dynamic industry.
- Qualifications: Proven senior leadership experience in Customer Service, ideally in FMCG.
- Other info: Join a high-performing team and influence business-wide strategy.
The predicted salary is between 42000 - 66000 £ per year.
Salary: £55K
Monday – Friday, 8.30am-5pm
Our retained client is a market‑leading FMCG organisation based on the outskirts of Glasgow, they are looking to appoint a highly capable Head of Customer Service with immediate effect. This is a pivotal leadership role responsible for shaping, driving, and elevating the end‑to‑end customer experience across the UK.
Role Purpose
As Head of Customer Service, you will lead the Customer Service function, ensuring exceptional service delivery across all customer touchpoints. Sitting on the UK Leadership Team, you will influence business‑wide strategy, embed a customer‑first culture, and drive improvements that strengthen satisfaction, loyalty, and retention within a fast‑paced FMCG environment.
Key Responsibilities
- Develop and deliver a customer service strategy aligned with business growth and FMCG sector demands.
- Lead, mentor, and develop a high‑performing Customer Service team.
- Design and execute initiatives that improve customer satisfaction and loyalty.
- Analyse customer feedback, service performance, and retention data to identify trends and opportunities.
- Drive continuous improvements across systems, processes, and service standards.
- Deliver regular performance reports, insights, and improvement plans to the Managing Director and Leadership Team.
Required Skills & Experience
- Proven senior leadership experience within Customer Service, ideally in FMCG or B2B service‑driven environments.
- Excellent leadership, communication, and stakeholder management skills.
- Highly data‑driven, with the ability to interpret insights and translate them into action.
- Experience implementing CRM systems and driving service‑led process improvements.
Head of Customer Service in Glasgow employer: Search
Contact Detail:
Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the FMCG sector 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 job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer service strategies. Be ready to discuss how you can elevate their customer experience and drive improvements. Show them you’re not just another candidate, but the perfect fit for their leadership team.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your job search. Plus, applying directly shows your enthusiasm and commitment to joining the team. Let’s get you that Head of Customer Service position!
We think you need these skills to ace Head of Customer Service in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Service role. Highlight your leadership experience and any relevant achievements in customer service, especially in FMCG or B2B environments. We want to see how you can drive improvements and elevate customer experiences!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led teams and improved customer satisfaction in the past. Remember, we love a good story that showcases your skills!
Show Your Data Skills: Since this role is highly data-driven, make sure to mention your experience with analysing customer feedback and service performance. We want to know how you've used data to make impactful decisions in your previous roles. Don't hold back on the numbers!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Search
✨Know Your Customer Service Strategy
Before the interview, take some time to research and understand the latest trends in customer service, especially within the FMCG sector. Be ready to discuss how you would develop and deliver a customer service strategy that aligns with business growth. This shows your proactive approach and understanding of the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led and mentored a team. Highlight specific initiatives you've implemented that improved customer satisfaction and loyalty. This will demonstrate your capability to lead a high-performing Customer Service team effectively.
✨Be Data-Driven
Since the role requires a strong focus on data analysis, come prepared with examples of how you've used data to drive improvements in customer service. Discuss how you've interpreted insights and translated them into actionable strategies. This will show that you're not just about gut feelings but rely on solid evidence.
✨Engage with the Leadership Team Mindset
As you'll be part of the UK Leadership Team, it's crucial to convey your understanding of stakeholder management. Prepare to discuss how you would influence business-wide strategy and embed a customer-first culture. This will highlight your readiness to take on a pivotal leadership role.
