Head of Customer Service

Movianto; England; On-site; GBP 63,000 - 75,000; Full time

Job summary

A leading pharmaceutical solutions provider in the UK is seeking a Head of Customer Care to lead the strategy and delivery of customer care services. The successful candidate will manage a high-performing team, improve customer satisfaction, and align customer care with commercial objectives. This full-time position offers a salary of up to £75,000 based on experience, along with competitive benefits including gym memberships and 33 days of annual leave.

Benefits

Discounted gym memberships

33 days annual leave

Flexible pay through Wagestream

Life Assurance

5% Employer Pension Contribution

Qualifications

• Proven ability to drive customer care improvements using data and insights.
• Experience in leading customer-facing teams in a corporate environment.
• Capability to manage complex customer issues and escalate appropriately.

Responsibilities

• Lead the development and execution of customer care strategy.
• Manage escalated customer queries and issues.
• Develop performance metrics and drive improvements in service quality.

Skills

Strong track record in customer satisfaction improvement

Experience with Customer Care technologies

Excellent communication skills

Data-driven decision making

Process improvement experience

Tools

Salesforce Service Cloud

Power BI

VOIP solutions

Job description

As Head of Customer Care, you will lead the development and delivery of Movianto's Customer Care strategy, playing a key role in driving sustainable commercial growth, customer retention, and service excellence. You will combine strategic vision with hands‑on leadership, inspiring a high‑performing Customer Care function.

This is a full‑time, Monday to Friday role (37.5 hours per week), offering a competitive salary of up to £75,000 per annum, dependent on experience.

Benefits

• Discounted gym memberships/onsite gym membership
• 33 days annual leave (including bank holidays)
• Holiday Purchase scheme
• Eligibillity for Bonus Scheme
• Flexible pay through Wagestream
• Life Assurance
• 5% Employer Pension Contribution
• Access to Simply Health
• 24/7 GP, physiotherapy and counselling through our EAP service
• Cycle to Work scheme
• Access to MyRewards, a benefits platform

Who we are

Movianto is a leading pharmaceutical supply chain solutions partner offering best-in-class logistics quality for the pharmaceutical, biotech, medical device and diagnostic industries.

Purpose of the role

As a senior manager within the Commercial function, the Head of Customer Care acts as a senior escalation point for client queries, provides actionable customer insight to executive leadership, and champions a client‑first culture across the organisation.

How you'll make an impact as Head of Customer Care at Movianto:

Strategic Leadership and Governance

• Own and evolve Movianto's Customer Care strategy, operating model, and performance framework aligned to commercial objectives.
• Act as the senior escalation point for complex or high-impact customer issues.
• Partner with Commercial leadership to drive customer retention, renewals, and account growth through proactive, insight‑led service management.
• Translate customer feedback, complaints, and service performance data into actionable commercial insight.
• Define, track, and improve key service metrics including CSAT, NPS, SLAs, response and resolution times.

Technology and Capability Enablement

• Own and optimise the Customer Care technology landscape, including Salesforce Service Cloud, contact centre/VOIP solutions, omnichannel platforms, and analytics tools such as Power BI.
• Contribute to the Customer Care technology roadmap, ensuring systems are effectively leveraged to improve customer experience, productivity, and insight.
• Drive process automation, digital transformation, and continuous improvement initiatives.

People Leadership and Development

• Lead and develop high‑performing Customer Care teams, building leadership capability through coaching, succession planning, and targeted development.
• Collaborate cross‑functionally with Sales, Operations, IT, Quality, and other stakeholders to align Customer Care delivery with business objectives.
• Ensure compliance with contractual SLAs, regulatory requirements, internal policies, and quality standards.
• Oversee effective onboarding and training.

What it will take to thrive as Head of Customer Care at Movianto:

• Strong track record of delivering measurable improvements in customer satisfaction, loyalty, and service performance using data and insight.
• Experience owning and optimising Customer Care technologies, service metrics (CSAT, NPS, KPIs), and executive‑level reporting.
• Commercially astute, with the ability to link customer experience to retention, growth, and financial outcomes.
• Excellent communicator and influencer, with experience driving process improvement, automation.