Head of Customer Experience

Commercial Services Group; West Malling; Hybrid; GBP 50,000; Full time

Job summary

A leading company in procurement and support services is seeking a Head of Customer Experience to transform customer interactions. This role involves implementing strategies to enhance service standards and drive operational improvements. The ideal candidate will have extensive leadership experience and a passion for customer satisfaction.

Benefits

Car allowance of £4000

25 days annual leave plus bank holidays

Life assurance cover (4x salary)

Pension scheme with 6% employer contribution

Retail and gym discounts

Comprehensive wellbeing programme

Qualifications

• Strong leadership and management capabilities.
• Data-driven and analytical mindset.
• Experience with large dispersed teams.

Responsibilities

• Develop and lead a unified customer experience strategy.
• Champion the voice of the customer across service delivery.
• Drive digital tool adoption to enhance engagement.

Skills

Leadership

Data analysis

Customer satisfaction

Adaptability

Job description

Social network you want to login/join with:

Head of Customer Experience, West Malling

col-narrow-left

Client:

Commercial Services Group

Location:

West Malling, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

8a4f4a86d76e

Job Views:

5

Posted:

25.06.2025

Expiry Date:

09.08.2025

col-wide

Job Description:

Commercial Services Group is one of the leading providers of procurement and support services to education and public sector customers globally. Serving over 15,000 customers, CSG is committed to providing an excellent customer and user experience underpinned by social value and a committed and empowered workforce.

Location: Flexible in Kent -Hybrid

Salary/package: £50,000 per annum

Contract type: Permanent

Hours:Full time

Lead the charge in transforming customer experience across two essential community service divisions, where operational excellence meets meaningful impact. As Head of Customer Experience, you'll embed a customer-first culture, drive innovation, and elevate service standards from the frontline to the boardroom.

Who we are

Landscape Services is a specialist provider of outdoor maintenance and management services, offering expertise in grounds maintenance, arboriculture, horticulture, and landscaping. With over 80 years of combined experience in both public and private sectors, our mission is to deliver safe, reliable, and environmentally responsible solutions that support and sustain our clients’ green spaces.

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), employing over 1,800 people and operating in more than 86 countries. With 33 trading businesses and expertise across HR, IT, energy, education, legal, and procurement, CSG delivers impactful services to both public and private sectors.

Why this role matters

This role exists to unify and elevate the customer experience across Landscape Services and CSG Managing Waste, ensuring excellentservice at every touchpoint. It plays a critical part in maintaining a customer-first mindset, driving operational improvements, and supporting digital transformation. As a senior leader, the Head of Customer Experience directly influences customer retention, satisfaction, and the division’s long-term growth.

What you’ll be doing

• Develop and lead a unified customer experience strategy across both Landscape Services and CSG Managing Waste.
• Champion the voice of the customer in all service delivery, operational, and strategic decisions.
• Lead, coach, and inspire teams to deliver consistent, high-quality customer interactions.
• Engage with frontline staff through regular early morning floor talks and site visits to gather insights and improve service.
• Drive adoption of digital toolsto streamline processes and enhance customer engagement.
• Monitor service performance using SLAs, KPIs, and customer feedback to identify and action improvements.
• Support customer retention and growth, working with commercial teams to follow up on quotes and track conversions.
• Promote a customer-centric culture, contributing to staff training, development, and the wider people strategy.

What we’re looking for

• Strong leadership and people management capabilities, with the ability to inspire and develop teams.
• Data-driven and analytical mindset, with a focus on continuous improvement.
• Able to work flexibly and proactively, with resilience and adaptability in a fast-paced, operational setting.
• Passionate about customer satisfaction, social value, and embedding a culture of care and accountability.
• Proven track record in a senior customer experience or service delivery oriented role, ideally within operational environments.
• Experience working with large, dispersed teams and engaging with frontline staff.
• Background in or understanding of waste management, grounds maintenance, or public sector services (desirable).
• Experience with customer insight, data analysis, and using feedback to drive service improvements.
• Comfortable with commercial processes, including quote follow-ups and supporting sales conversion.

What you’ll get in return

• Salary of £50,000 per annum with a car allowance of £4000
• 25 days annual leave plus bank holidays
• Life assurance cover (4x salary)
• Pension scheme with 6% employer contribution
• Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme
• Volunteer days and access to a comprehensive wellbeing programme
• A culture of progression and development

Why CSG?

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.

We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies.

CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

Inclusion & Accessibility

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.

We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.