Head of Customer Service

ecruit; Birmingham; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

Flexible hours

Private healthcare and wellbeing

Birthday day off

Enhanced family leave

Cycle to work scheme

Employee discounts and rewards

Job summary

ecruit is seeking a Head of Customer Service in Birmingham to lead a multi-channel customer operation across phone, email, live chat and social media. The role is hybrid (3 days in office, 2 days at home) and reports into senior leadership.

You will own the strategy, oversee a leadership team and managed outsourced partnerships to ensure a consistent, high-quality customer experience. The position offers £70,000 plus benefits in a senior leadership capacity, with a focus on loyalty, retention

Responsibilities

• Develop and implement a customer service strategy aligned with business growth.
• Lead and coach multi-disciplinary service teams to deliver high-quality experiences.
• Improve customer satisfaction, first-contact resolution and service quality.
• Utilise data and insights to identify improvements and opportunities.
• Own service reporting, KPIs and operational performance.
• Manage complex complaints and escalations with governance.
• Collaborate with partners and internal stakeholders to optimize processes.

Job description

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

• Flexible hours


• Private healthcare and wellbeing benefits


• Birthday day off


• Enhanced family leave


• Cycle to work schemeEmployee 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.