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- Tasks: Lead a global customer service team and drive performance improvements.
- Company: Unity Connect, a dynamic company focused on scalable success.
- Benefits: Competitive salary, leadership development, and a chance to shape global operations.
- Other info: Join a culture that values coaching, growth, and data-driven decision making.
- Why this job: Make a real impact by enhancing customer experience and operational efficiency.
- Qualifications: Proven leadership in customer service and experience with P&L ownership.
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.
As Head of Customer Service, 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 Client Service Centre in Sheffield employer: Unity Connect
Contact Detail:
Unity Connect Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Service Centre in Sheffield
✨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 Client Service Centre role. Personal recommendations can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for interviews by diving deep into Unity Connect’s values and operations. Show us you’re not just a fit on paper but that you genuinely understand our mission and how you can contribute to our global customer service success.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams, improved processes, and driven performance. We want to hear about your journey and how it aligns with what we’re looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows us you’re serious about joining our team at Unity Connect.
We think you need these skills to ace Head of Client Service Centre in Sheffield
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for customer service shine through in your application. 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 KPIs and performance metrics. Show us how you've used data to drive improvements 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 Client Service Centre role. We love seeing how your background fits our needs.
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 this exciting opportunity!
How to prepare for a job interview at Unity Connect
✨Know Your Metrics
As a candidate for the Head of Client Service Centre, you need to be metrics-obsessed. Brush up on key performance indicators relevant to customer service and be ready to discuss how you've used data to drive decisions in your previous roles.
✨Showcase Leadership Experience
Prepare examples that highlight your leadership skills, especially in managing large teams. Be specific about how you've developed team members and created a strong performance culture in past positions.
✨Demonstrate Financial Acumen
Since you'll be responsible for P&L ownership, come prepared to discuss your experience with financial decision-making. Share instances where you've balanced customer experience with operational efficiency and cost control.
✨Emphasise Process Improvement
Unity Connect is looking for someone who can improve processes and create scalable functions. Think of examples where you've successfully implemented changes that enhanced service delivery or operational performance, and be ready to share those stories.