Head of Customer Service

Liverpool
£72,000 per year
Permanent
Full-time

26 days ago
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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.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.

Excellent Number 1 Customer role, growing businessAble to impact real change to customer and advisor journeysWe'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.

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.

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

£80,000 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: Due to annual leave, applications will be reviewed from mid-August onwards. Please submit your application online, as further details cannot be shared at this stage.

Michael Page