Head of Customer Service

Are you an experienced operational leader with a history of taking full ownership of the customer journey in a growing, highly regulated, products business? This is your opportunity to shape the future of a customer contact centre and deliver measurable improvements to customer experience and operational efficiency.

Client Details

As Head of Customer, you will lead the entire customer operation, overseeing:

• A multi-channel contact centre (digital, telephony, email, and admin)
• Full product journey management - from initial enquiry to delivery, aftercare, and repeat orders.
• Specialist teams including Training, Quality, Resource Planning, and Digital Experience.

Description

You will own the customer strategy and work closely with internal teams - including Warehouse, Logistics, and Sales - to ensure a consistent, seamless customer experience. Reporting directly to the C-suite and working with PE partners, you will also hold accountability to the regulator, ensuring all customer compliance and recommendations exceed expectations.

This is a hands-on leadership role where you can make a real impact on every advisor and customer. We're looking for someone who can:

• Drive innovation and implement operational strategies that improve adherence, waiting times, and efficiency without compromising service levels.
• Understand complex product journeys - ideally with experience in manufacturing-to-consumer delivery processes within a regulated environment.
• Own and deliver a CX strategy with measurable improvements to satisfaction, feedback scores, and commercial outcomes.
• Leverage technology to enhance service while maintaining a personal, human touch.

Profile

We're seeking a strategic and inspirational leader who can:

• Have held a Head of level role within a products style organisation
• Lead and develop teams to high performance in a contact centre environment.
• Navigate the complexities of regulated, multi-step customer journeys.
• Balance operational efficiency with exceptional service delivery.
• Influence stakeholders at all levels, including C-suite and PE investors.

Job Offer

This is a senior leadership role in a privately owned but rapidly scaling business with significant investment. Many processes are evolving to meet today's scale and tomorrow's ambitions - you'll play a pivotal part in shaping that journey.

What You'll Get

• 85,000 - 95,000 salary
• A rare opportunity to make a strategic impact in a growing business
• Full ownership of the customer operation and experience strategy
• (Full time) On-site role based in Liverpool

Please note: Please submit your application online, as further details cannot be shared at this stage.