Head of Customer Service

DwyerOmega EMEA; Leeds; On-site; GBP 125,000 - 150,000; Full time

Job summary

A global leader in industrial solutions is seeking a Head of Customer Service – EMEA to enhance the customer service organization across multiple sites. As a senior leader, you will ensure a high-quality customer experience while promoting standardization and continuous improvement. This role requires strong leadership in a technical environment and the ability to drive efficiency and satisfaction. Join to lead a critical function focused on customer excellence and make a substantial impact across the EMEA region.

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.
• Influential, people-focused leader with a data-driven mindset.

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

Leadership

Customer Service Excellence

Cross-functional Collaboration

Data-driven Decision Making

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.