Head of Customer Service

Nigel Wright Recruitment; Harrogate; On-site; GBP 85,000 - 110,000; Full time

Job summary

Nigel Wright Recruitment is looking for an experienced Head of Customer Service to lead and transform a fast-growing customer function. The role is office-based in North Yorkshire with executive visibility and long-term career potential.

You will own the customer service operation, define the vision, strategy and measures, and drive improvements to scale the function for future growth while shaping the customer experience at a strategic level.

Qualifications

• Proven experience leading customer service or CX teams.
• Track record of implementing KPIs and service standards.
• Strong systems/process transformation expertise.

Responsibilities

• Develop and implement a customer service and customer experience strategy.
• Create meaningful service metrics, KPIs and reporting frameworks.
• Lead technology, automation and CRM initiatives to improve service delivery.
• Develop leaders and build capability within the team.
• Work cross-functionally to ensure customer insight informs business decisions.
• Support the integration and scaling of the customer function as the organisation grows.

Skills

Leadership

KPIs & metrics

CRM systems

Process improvement

Stakeholder management

Tools

CRM platforms

Job description

This is a rare opportunity to join a fast-growing, ambitious organisation at a pivotal stage of its development. The business has experienced significant growth over recent years and is now investing in its customer service and customer experience capability to ensure it can scale successfully, integrate future growth and continue delivering exceptional outcomes for customers.

As Head of Customer Service, you will have the opportunity to build, influence and transform a function with genuine executive visibility and long-term career potential. This role will be office based in North Yorkshire.

About the role:

Reporting into the senior leadership team, you will take ownership of a customer service operation supporting a substantial volume of customer interactions across multiple channels, whilst creating a clear customer experience strategy that supports future growth.

This is far more than a traditional customer service management role. You will be responsible for establishing the vision, structure, measures, systems and processes required to create a best-in-class customer function.

Key areas of focus will include:

• Developing and implementing a customer service and customer experience strategy
• Creating meaningful service metrics, KPIs and reporting frameworks
• Introducing customer journey mapping, Voice of Customer initiatives and service segmentation
• Driving improvements in customer satisfaction, productivity and operational performance
• Leading technology, automation, AI and systems development initiatives
• Developing leaders and building capability within the team
• Working cross-functionally to ensure customer insight influences business decision-making
• Supporting the integration and scaling of the customer function as the organisation continues to grow

Experience / Skills

We are seeking an experienced customer service, customer operations or customer experience leader who has successfully improved and professionalised a function within a growing or changing organisation.

You will bring:

• Experience leading customer service, customer operations or customer experience teams
• A track record of implementing KPIs, service standards and operational improvements
• Strong systems, process improvement and transformation expertise
• Experience introducing or improving CRM, customer service or workflow platforms
• A customer-centric mindset combined with commercial awareness
• The ability to balance strategic thinking with hands-on delivery
• Strong stakeholder management and leadership capability
• Experience driving change while maintaining a positive and engaged culture

Exposure to automation, AI, customer experience frameworks and organisational growth programmes would be highly advantageous.

Other information:

This role offers the chance to make a genuine impact. The successful candidate will define the future customer experience vision, influence investment in technology and automation, and help build a scalable function capable of supporting significant future growth.

For an ambitious customer service leader seeking a role where they can shape strategy, lead transformation and leave a lasting legacy, this represents an outstanding opportunity.