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- Tasks: Lead a global customer service team and drive performance across operations.
- Company: Unity Connect, a dynamic company focused on scalable customer support.
- 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 improving customer experience and operational efficiency.
- Qualifications: Proven leadership in customer service and experience with P&L ownership.
The predicted salary is between 60000 - 80000 £ 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 Service (Contact 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 Service (Contact Centre) 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 Service role. You never know who might have the inside scoop on an opportunity that’s not even advertised yet.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s values and recent achievements. When you can speak their language and show how your experience aligns with their goals, you’ll stand out as a candidate who truly gets it.
✨Tip Number 3
Showcase your leadership skills by sharing specific examples of how you've improved team performance or customer satisfaction in past roles. Use metrics to back up your claims—after all, we know how much you love data-driven results!
✨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 being part of our team at Unity Connect.
We think you need these skills to ace Head of Service (Contact 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 send a generic CV! Tailor it to reflect the skills and experiences that align with the Head of Service role. We want to see how your background fits our needs, so make it relevant!
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 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 previous roles. This shows that you understand the metrics-obsessed mindset Unity Connect is looking for.
✨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. This will demonstrate your capability to build the right management structure they need.
✨Discuss Financial Acumen
Since the role involves P&L ownership, be ready to talk about your experience managing budgets and making financial decisions that balance customer experience with operational efficiency. Bring examples of how you've successfully navigated these challenges in the past.
✨Emphasise Process Improvement
Unity Connect is looking for someone who can review and enhance processes. Prepare to discuss specific instances where you've improved operational performance through structured processes or automation. This will show your ability to create scalable functions and your comfort with systems and data.