Head of Customer Service

DwyerOmega EMEA; Bristol; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global leader in industrial instrumentation is seeking a Head of Customer Service for the EMEA region. In this senior role, you will lead a team of approximately 50 customer service professionals, driving operational excellence and a customer-first mentality across multi-site and multi-country operations. The position involves standardising service processes and improving service performance to ensure customer success. Join this values-driven organisation to influence and lead a critical function focused on continuous improvement.

Benefits

High-impact regional leadership role

Values-driven organisation

Focus on continuous improvement

Qualifications

• Proven experience leading multi-site, multi-country customer service or operations teams.
• Strong background in industrial, manufacturing, or technical environments.
• Demonstrated ability to drive consistency, improvement, and change at scale.

Responsibilities

• Own the end-to-end customer service experience across EMEA.
• Champion a customer-first mindset and act as senior escalation point.
• Standardise service processes, tools, and KPIs across the region.
• Drive continuous improvement in service performance, efficiency, and customer satisfaction.

Skills

Customer-first mindset

People-focused leadership

Data-driven decision making

Operational excellence

Job description

Head of Customer Service – EMEA - International Travel Required

Lead Customer Experience. Drive Operational Excellence. Enable Growth.

DwyerOmega is a global leader in industrial instrumentation, sensing, and measurement solutions. Through a portfolio of trusted brands, we help customers improve performance, safety, and efficiency across diverse industries. Our teams are united by a commitment to customer focus, technical excellence, integrity, and continuous improvement.

We are seeking a Head of Customer Service – EMEA to lead our customer service organisation across multiple sites and countries. Reporting to the Director of Customer Excellence EMEA, this senior role is responsible for delivering a consistent, high-quality customer experience while driving standardisation, continuous improvement, and strong cross‑functional collaboration across our EMEA business.

You will lead approximately 50 customer service professionals across manufacturing sites and sales offices, partnering closely with Sales, Supply Chain, Manufacturing, and Product teams to support customer success and sustainable growth.

Key Responsibilities

• Own the end-to-end customer service experience across EMEA
• Champion a customer-first mindset and act as senior escalation point
• Standardise service processes, tools, and KPIs across the region
• Drive continuous improvement in service performance, efficiency, and customer satisfaction

What We’re Looking For

• Proven experience leading multi-site, multi-country customer service or operations teams
• Strong background in industrial, manufacturing, or technical environments
• Demonstrated ability to drive consistency, improvement, and change at scale
• Influential, people-focused leader with a data-driven mindset

Why Join DwyerOmega?

• Lead a strategically critical function at the heart of customer excellence
• High-impact regional leadership role with visibility across EMEA
• Values-driven organisation focused on people, quality, and continuous improvement

Apply now for immediate consideration.