Customer Service Lead

Avenue Scotland; Livingston; On-site; GBP 45,000 - 65,000; Full time

Job summary

An established infrastructure business in Livingston is looking for a Customer Service Lead to shape the entire customer service function. This new role offers autonomy to design and deliver a customer service strategy while ensuring compliance with standards. The successful candidate will oversee the development of processes, systems, and reporting tools, and lead a high-performing team as it grows. A passion for customer outcomes and experience in similar industries are essential.

Qualifications

• Proven experience in setting up or transforming a customer service function.
• Strong understanding of customer service systems and reporting best practices.
• Comfortable working autonomously and taking ownership.

Responsibilities

• Lead the creation of a new customer service function.
• Design and implement customer service processes and systems from scratch.
• Work with operational teams to identify areas for improvement.

Skills

Customer service transformation

Leadership

Stakeholder engagement

Change management

Process improvement

Job description

Customer Service Lead

An established infrastructure and utilities business based in West Lothian is creating a new opportunity for an experienced Customer Service Lead to join them and shape the entire customer service function from the ground up. This is a brand new role within the organisation. There is currently no formal Customer Service department in place. You'll be given full autonomy to design and deliver a customer service strategy that supports business growth, meets regulatory requirements, and delivers an excellent experience to both B2B and end customers. You'll be starting with the fundamentals, mapping the customer journey, building reporting and data dashboards, selecting and implementing systems, and designing processes, with a view to ultimately building and leading a small, high‑performing customer service team.

Key Responsibilities

• Lead the creation of a brand new customer service function, reporting into the senior leadership team.
• Design and implement customer service processes, systems and best practices from scratch.
• Work with operational teams to understand current customer touch points and identify areas for improvement.
• Set up reporting structures and customer data tracking to ensure full visibility of service levels and customer satisfaction.
• Build and manage customer feedback loops to inform service development and continuous improvement.
• Over time, recruit and lead a growing customer service team in line with business needs.
• Act as the voice of the customer internally, helping to shape strategy and operational decision‑making.
• Ensure compliance with relevant customer standards and regulations across all areas of service delivery.

Essential Experience

• Proven experience in setting up or transforming a customer service or customer experience function, ideally within a complex or regulated industry (utilities, infrastructure, construction, manufacturing or similar).
• A passion for delivering brilliant customer outcomes and a pragmatic, hands‑on approach to getting things done.
• Strong understanding of customer service systems, tools, and reporting best practices.
• Excellent leadership and stakeholder engagement skills – able to bring people with you on the journey.
• Comfortable working autonomously and taking ownership of your area.
• Experience with change management and process improvement is highly desirable.

Please apply or contact Millie for more information!