Head of Customer Experience, Support & Marketing

Ainscough Crane Hire; Standish; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading crane hire company in the UK is seeking a Customer Support Centre Leader to drive service excellence and customer satisfaction. This full-time, on-site position involves providing strategic direction for customer service and marketing, leading a team to foster collaboration and continuous improvement. The ideal candidate has proven leadership experience and a strong background in customer satisfaction. Join us to make a genuine impact in a customer-first organization.

Benefits

Bi-Annual retention bonus

Company Car / Car Allowance

24 days annual leave plus additional leave options

Health & Travel Insurance Cover

Holiday purchase via salary sacrifice

Group life assurance

Company Pension

Access to benefits platform

Qualifications

• Proven leadership of multi-functional teams within customer support, inbound sales, telemarketing, and marketing.
• Strong track record of delivering customer satisfaction improvements and embedding a customer-first culture.
• Excellent problem-solving skills.

Responsibilities

• Provide leadership and strategic direction for the Customer Support Centre and marketing functions.
• Lead customer experience initiatives, embedding customer journey mapping, complaint handling, and satisfaction measurement.
• Manage departmental budgets, forecasting, and KPI delivery.

Skills

Leadership of multi-functional teams

Customer satisfaction improvements

Commercial pricing strategy

Strong communication skills

Analytical and reporting capability

Job description

A leading crane hire company in the UK is seeking a Customer Support Centre Leader to drive service excellence and customer satisfaction. This full-time, on-site position involves providing strategic direction for customer service and marketing, leading a team to foster collaboration and continuous improvement. The ideal candidate has proven leadership experience and a strong background in customer satisfaction. Join us to make a genuine impact in a customer-first organization.