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- Tasks: Lead and develop a global customer service team, ensuring top-notch service quality and performance.
- Company: Unity Connect, a dynamic company focused on scalable success in customer service.
- Benefits: Competitive salary, opportunities for professional growth, and a chance to make a real impact.
- Other info: Join a culture that values coaching, development, and data-driven decision making.
- Why this job: Take ownership of global operations and drive meaningful change in customer service.
- Qualifications: Proven leadership experience with large teams and strong financial acumen.
The predicted salary is between 70000 - 90000 £ per year.
You are a passionate Customer Service leader with a high-agency, metrics-obsessed mindset, ready to take full ownership of global operations and implement the rigorous structure necessary for scalable success. At Unity Connect, we are looking for a senior leader who can bring structure and commercial thinking into a growing global support function, taking ownership of performance end-to-end across inbound and outbound operations.
You will lead and develop a customer service team with global coverage, build the right management structure, create a strong performance culture, and introduce the processes, reporting, and automation needed for long-term scale. The role covers team performance, service quality, workforce planning, hiring, process improvement, and P&L ownership, and requires someone who is comfortable staying close to the detail while also building for growth. You will work across service delivery, commercial performance, leadership development, and operational improvement.
Your Responsibilities
- Own the customer service function end-to-end across inbound and outbound operations, with responsibility for service quality, team performance, and commercial outcomes.
- Lead and develop a global customer service team, building the right management structure, clear accountability, and consistent standards across the function.
- Take ownership of the department P&L, balancing customer experience, operational efficiency, workforce planning, and cost control.
- Improve operational performance across service delivery, productivity, retention, customer satisfaction, and revenue contribution through data-led decision making.
- Review and improve processes, documentation, and operating standards to create a more structured and scalable function.
What You Bring
- Proven Leadership: You have led customer service teams of 50+ people across both inbound and outbound operations.
- Financial Ownership: You have experience owning a P&L and making decisions that balance customer experience, growth, and efficiency.
- Hiring and Leadership Development: You have hired across agent, team lead, and management levels, and supported people as they grow into leadership roles.
- Comfort with Systems and Data: You are confident working with tools, documentation, and data, and you are naturally curious about better ways of working.
- Strong Operator: You are comfortable staying close to the detail, solving problems quickly, and building structure for long-term growth.
We are looking for an "Extreme Owner" who treats KPIs as the ultimate source of truth. You should be a patient developer of people who prioritise coaching and professional growth and possess the analytical rigour to establish high-functioning systems from the ground up. If you are ready to take ownership of our global operations, we’d love to hear from you. Please submit your CV today—we look forward to reviewing your application.
Head of Customer Service employer: Unity Connect
Contact Detail:
Unity Connect Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. 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 culture. Understand their customer service approach and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've built teams, improved processes, or driven performance. This is your chance to demonstrate that you’re the 'Extreme Owner' they’re looking for!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Unity Connect.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for customer service shine through. We want to see that you’re not just ticking boxes but genuinely excited about leading a global team and making a difference.
Be Metrics-Obsessed: Since we’re all about data-led decision making, make sure to highlight your experience with metrics. Share specific examples of how you've used data to drive performance and improve customer satisfaction in your previous roles.
Tailor Your CV: Don’t just send the same CV everywhere! Tailor it to reflect the skills and experiences that align with the Head of Customer Service role. We love seeing how your background fits our needs, so make it personal!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Unity Connect
✨Know Your Metrics
As a candidate for the Head of Customer Service role, you should be well-versed in key performance indicators (KPIs) relevant to customer service. Be prepared to discuss how you've used data to drive decisions and improve performance in your previous roles.
✨Showcase Leadership Experience
Highlight your experience leading large teams, especially in both inbound and outbound operations. Share specific examples of how you've developed team members into leadership roles and created a strong performance culture.
✨Demonstrate Financial Acumen
Since the role involves P&L ownership, come ready to discuss your experience with financial management. Talk about how you've balanced customer experience with operational efficiency and cost control in past positions.
✨Be Process-Oriented
Discuss your approach to improving processes and creating scalable functions. Provide examples of how you've implemented structured systems and documentation to enhance service delivery and operational performance.