Head of Customer Service

Keller Executive Search; City Of London; On-site; GBP 125,000 - 160,000; Full time

Job summary

A leading recruitment firm in London is seeking an experienced Customer Service leader. This role involves defining the service vision, building a high-performing team, and partnering with cross-functional stakeholders. The ideal candidate has over 7 years of experience in Customer Service, with at least 4 years in a managerial role, and is required to have a Bachelor's degree. Competitive salary range is £125,000–£160,000 GBP.

Benefits

Opportunities for professional growth

Flat management structure

Open communication environment

Qualifications

• 7+ years of progressive experience in Customer Service, 4+ years leading managers.
• Proven track record building programs at regional or global scale.
• Experience in professional services or recruitment industry is an advantage.

Responsibilities

• Define the Customer Service vision and annual operating plan.
• Build and lead a high-performing Customer Service team.
• Own Customer Service KPIs and drive continuous improvement.
• Partner with executive leadership for outcomes.

Skills

Customer Service leadership

Analytical skills

Communication

Stakeholder management

Education

Bachelor’s degree

Advanced degree or relevant certification

Job description

Role Overview

This is a position within Keller Executive Search and not with one of its clients. This senior position will lead Customer Service for Keller Executive Search in London, United Kingdom, shaping strategy, building scalable processes, and partnering across the firm to deliver measurable impact.

Key Responsibilities

• Define the Customer Service vision, roadmap, and annual operating plan aligned to business goals.
• Build and lead a high‑performing Customer Service team; set clear objectives and coach managers.
• Own Customer Service KPIs and reporting; drive continuous improvement and operational excellence.
• Establish scalable policies, processes, and tooling for Customer Service across regions.
• Partner with executive leadership and cross‑functional stakeholders to deliver outcomes.
• Manage budgets, vendors, and risk within the Customer Service portfolio.

Qualifications

• 7+ years of progressive experience in Customer Service with 4+ years leading managers.
• Proven track record building programs at regional or global scale.
• Strong analytical skills; ability to translate data into decisions.
• Excellent communication and stakeholder‑management skills.
• Bachelor’s degree required; advanced degree or relevant certification preferred.
• Experience in professional services or recruitment industry is an advantage.

Compensation & Benefits

• Salary range: £125,000–£160,000 GBP
• Opportunities for professional growth.
• Company culture: Flat management structure with direct access to decision-makers. Open communication environment.

Equal Employment Opportunity Statement

Keller Executive Search provides equal employment opportunities to all qualified applicants and employees. Employment decisions are based on merit, qualifications, and business needs, without regard to protected characteristics under applicable law.

Commitment to Diversity

An inclusive and equitable workplace is actively fostered. Hiring, development, and advancement practices are designed to broaden representation and ensure fair access to opportunity.

Data Protection and Privacy

Personal data is processed solely for recruitment and employment purposes, in accordance with applicable data‑protection laws (including GDPR where relevant). Information may be retained for compliance and legitimate interests, subject to data minimization and security controls.

Pay Equity

Compensation practices are reviewed to support pay equity for substantially similar work, accounting for bona fide factors such as experience, education, and performance.

Health and Safety

Workplace health and safety obligations are observed in line with applicable national and local requirements. Employees are expected to follow all safety policies and promptly report hazards.

Compliance with Law

All recruitment, selection, and employment practices are conducted in compliance with applicable laws and regulations in the jurisdiction of employment.

Additional Information

This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.