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For Companies At a Glance
- Tasks: Lead customer operations, ensuring exceptional service delivery and team management.
- Company: Innovative SaaS company transforming public sector engagement.
- Benefits: Competitive salary with bonuses, private health insurance, and a supportive team culture.
- Other info: Clear career progression to C-level roles and hybrid working options after probation.
- Why this job: Make a real impact in a growing business while shaping customer experiences.
- Qualifications: Experience in customer operations and strong people management skills required.
Location: Epsom, Surrey (office-based with hybrid options after probation)
Salary: Base 40-50k £70,000 OTE (base + bonus, negotiable based on experience)
Start Date: July 2026
No sponsorship offered
About Our Client
Our client is an innovative SaaS company delivering digital engagement and communication solutions to local government, housing associations, and public sector organisations across the UK. They are experiencing strong growth and need an experienced operational leader to manage and scale their customer operations function as they continue to expand their client base. This is a fantastic opportunity to join a forward-thinking business where you will have genuine impact, work closely with senior leadership, and help shape the customer experience for some of the UK's most important public services.
The Role
We are looking for a highly organised and customer-focused Head of Customer Operations to lead the day-to-day delivery of customer support, onboarding, service management, and operational excellence. You will manage a multi-disciplinary team including support specialists, onboarding managers, digital outcomes experts, and marketing support staff. You will be responsible for ensuring exceptional service delivery, managing escalations, coordinating with product and technical teams, and continuously improving processes and workflows. This isn’t just a support role – it’s about operational leadership, cross-functional coordination, and driving measurable improvements in customer satisfaction and service quality.
Key Responsibilities
- Customer Support & Service Delivery
- Manage day-to-day operations of customer support, including resource planning and work allocation
- Act as senior escalation point for complex customer issues
- Champion a customer success culture aligned with commercial strategy
- Monitor support trends and drive continuous improvement initiatives
- Ensure high standards across all customer touchpoints
- Oversee customer onboarding alongside the onboarding team
- Operate incident management processes and communications
- Lead major incident reviews and ensure resolution within service targets
- Lead, motivate, and develop a busy customer operations team
- Provide clarity, structure, and accountability across multiple functions
- Conduct regular 1:1s, coaching sessions, and performance reviews
- Foster a positive, collaborative, high-performing culture
- Work closely with Product and Technical teams on releases, enhancements, and escalations
- Collaborate with Sales, Marketing, and Account Management teams
- Coordinate customer communications for incidents, updates, and releases
- Support release planning and customer readiness activities
- Define and monitor operational KPIs and service metrics
- Produce regular performance reporting for senior leadership
- Identify risks, bottlenecks, and improvement opportunities
- Ensure processes are scalable and aligned with business growth
What We Are Looking For
Essential
- Proven experience managing customer operations, service delivery, or customer success in a SaaS, technology, or software business
- Strong people management experience with the ability to motivate and develop teams
- Excellent organisational and operational management skills
- Experience managing customer escalations and operational workflows
- Experience working with enterprise or public sector customers
- Ability to manage multiple priorities and coordinate cross-functional teams
- Commercially aware with a strong customer-focused mindset
- Process-driven, methodical, and calm under pressure
- Strong stakeholder management and communication skills
Technical & Operational
- Good understanding of SaaS products and customer delivery environments
- Ability to work effectively with technical teams and understand technical issues
- Experience coordinating releases, enhancements, or customer-impacting changes
- Strong operational reporting and KPI management capability
Desirable
- Experience in GovTech, public sector software, CRM, marketing technology, or enterprise software
- Experience managing onboarding or implementation functions
- Familiarity with IT service management frameworks
- Knowledge of email marketing platforms
- SFIA-aligned operational/service experience
The Ideal Candidate
You are likely currently managing a customer operations or service delivery function in a mid-sized SaaS company (30–150 people), supporting enterprise or public sector clients. You are technically literate, process-driven, and an excellent people manager who thrives on making operations run smoothly. You are looking for your next step – a role where you can have real ownership, work closely with senior leadership, and build something scalable.
What’s On Offer
Career Progression
- Work directly with the Chief Commercial Officer
- Clear pathway to C-level strategic roles as the business grows
- Opportunity to define service standards and customer strategy
Benefits
- £70,000 OTE (base + bonus, subject to experience)
- Private health insurance (after year one)
- Company pension scheme
- Friendly, supportive team culture with room to grow
Working Arrangements
- Full-time: Monday–Friday, 9am–6pm
- Based at Epsom office
- Hybrid working available after probation (minimum 3 days per week in office)
- 3-month probation period
How to Apply
If you are an experienced customer operations leader looking for a role with genuine impact in a growing SaaS business serving the public sector, we would love to hear from you.
Head of Customer Operations in Epsom employer: Vermillion Analytics
Contact Detail:
Vermillion Analytics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations in Epsom
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS industry, especially those who work in customer operations. A friendly chat can lead to insider info about job openings or even referrals.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they serve public sector clients. This will help you tailor your answers and show you're genuinely interested in making an impact.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've motivated teams, handled escalations, and improved processes. This is your chance to shine and demonstrate your operational expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Head of Customer Operations in Epsom
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Operations role. Highlight your experience in managing customer operations and any relevant SaaS experience. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our mission. Be sure to mention specific examples from your past that demonstrate your operational leadership.
Showcase Your People Skills: Since this role involves leading a team, make sure to highlight your people management experience. Share stories about how you've motivated teams or improved customer satisfaction in previous roles. We love seeing how you connect with others!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Vermillion Analytics
✨Know Your SaaS Inside Out
Make sure you have a solid understanding of the company's SaaS products and how they serve local government and public sector organisations. Familiarise yourself with their features, benefits, and any recent updates or case studies that highlight their impact.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed customer operations teams in the past. Highlight your experience in motivating teams, handling escalations, and driving improvements in service delivery. Be ready to discuss specific challenges you've faced and how you overcame them.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working closely with various teams, think of instances where you've effectively coordinated with product, technical, sales, or marketing teams. Share how you ensured smooth communication and collaboration to enhance customer satisfaction.
✨Prepare for Operational Metrics Discussion
Be ready to talk about key performance indicators (KPIs) you've used to measure success in customer operations. Discuss how you've monitored trends, identified bottlenecks, and implemented processes that align with business growth. This will show your analytical side and operational governance skills.