Head of Customer Service

Head of Customer Service - £70,000 + Benefits - Birmingham | Hybrid (3 days office, 2 days home) Are you ready to lead a customer experience function where your decisions directly impact loyalty, retention and growth? Can you transform customer service into a function that delivers outstanding experiences while driving commercial results? We are working with a growing organisation looking for an experienced Head of Customer Service to lead their customer operation and shape the next stage of their customer experience strategy. This is a senior leadership role for someone who understands that great customer service goes beyond resolving issues — it builds trust, protects revenue and creates long-term customer relationships.

The role

You will take ownership of the customer service strategy and operation, leading a customer-focused leadership team and overseeing a multi-channel environment covering phone, email, live chat, social media and aftercare. You will improve service performance, develop operational excellence and ensure customers receive a consistent, high-quality experience at every touchpoint. You will also manage outsourced service partnerships, ensuring strong governance, performance management and seamless delivery.

Key Responsibilities

• Develop and deliver a customer service strategy aligned with business growth
• Lead, coach and develop high-performing service teams
• Improve customer satisfaction, quality and first-contact resolution
• Use data and customer insight to identify improvements and opportunities
• Own service reporting, KPIs and operational performance
• Manage complex complaints and customer escalations
• Improve processes to reduce customer effort and increase efficiency
• Build strong relationships across the wider business and external partners

About You

You will have:

• Proven experience leading senior customer service or contact-centre operations
• Experience managing multi-channel customer environments and outsourced partners
• Strong knowledge of customer experience, complaints and retention strategies
• Experience using data, technology and reporting to drive improvements
• Commercial awareness with the ability to balance customer outcomes and business goals
• Strong leadership skills with the ability to influence senior stakeholders
• Experience within retail, ecommerce, luxury, hospitality or another customer-focused sector would be beneficial. The Benefits
• Hybrid working
• Flexible hours
• 25 days holiday plus bank holidays
• Private healthcare and wellbeing benefits
• Birthday day off
• Enhanced family leave
• Cycle to work scheme
• Employee discounts and rewards If you are looking for a role where you can shape customer strategy, develop teams and make a measurable impact, we would love to hear from you