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- Tasks: Lead and develop a global customer service team, driving performance and service quality.
- Company: Unity Connect, a dynamic company focused on scalable success in customer service.
- Benefits: Competitive salary, opportunities for professional growth, and a supportive work environment.
- Other info: Join a culture that values coaching, growth, and data-driven decision making.
- Why this job: Take ownership of global operations and make a real impact on customer experience.
- Qualifications: Proven leadership in customer service, P&L ownership, and strong analytical skills.
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.
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 in Sheffield employer: Unity Connect
Contact Detail:
Unity Connect Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service in Sheffield
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service 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 interviews by diving deep into the company’s values and recent achievements. Show them you’re not just another candidate; you’re genuinely interested in their mission and how you can contribute to their global operations.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you note to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds and shows your commitment.
✨Tip Number 4
Apply through our website! We’ve got a streamlined process that makes it easy for you to showcase your skills and experience. Plus, it shows you’re serious about joining our team and ready to take ownership of your career.
We think you need these skills to ace Head of Customer Service in Sheffield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in leading customer service teams and managing P&L, as these are key for us at Unity Connect.
Showcase Your Achievements: Don’t just list your responsibilities; show us what you’ve achieved! Use metrics to demonstrate how you've improved service quality or operational efficiency in previous roles.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not just a fit on paper but also aligns with our culture of ownership and growth.
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 don’t miss any important updates from 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 this 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 structures. Provide examples of how you've implemented documentation and operating standards that have led to better service delivery and customer satisfaction.