Head of Customer Service

Michael Page (UK); Liverpool; On-site; GBP 68,000 - 80,000; Full time

Job summary

A rapidly scaling business is seeking a Head of Customer to lead the customer operations in Liverpool. You will oversee the entire customer journey and ensure compliance while driving innovation in service delivery. The role involves collaborating with various internal teams and requires proven leadership experience in contact centers. This on-site, full-time position offers a salary of £80,000 and a unique opportunity to shape the customer experience strategy.

Qualifications

• Proven experience in a Head of level role within a product-oriented organization.
• Expertise in leading teams to high performance.
• Ability to navigate complex customer journeys within regulated industries.

Responsibilities

• Own the customer strategy, working with internal teams for a seamless experience.
• Drive innovation and operational strategies to improve service levels.
• Accountable for customer compliance and regulatory requirements.

Skills

Leadership in contact center environments

Regulated customer journey experience

Operational efficiency improvement

Stakeholder influence

Job description

• Excellent Number 1 Customer role, growing business
• Able to impact real change to customer and advisor journeys

About Our Client

As Head of Customer, you will lead the entire customer operation, overseeing:

• A multi-channel contact centre (digital, telephony, email, and admin)
• Full product journey management - from initial enquiry to delivery, aftercare, and repeat orders.
• Specialist teams including Training, Quality, Resource Planning, and Digital Experience.

Job Description

You will own the customer strategy and work closely with internal teams - including Warehouse, Logistics, and Sales - to ensure a consistent, seamless customer experience. Reporting directly to the C-suite and working with PE partners, you will also hold accountability to the regulator, ensuring all customer compliance and recommendations exceed expectations.



This is a hands-on leadership role where you can make a real impact on every advisor and customer. We're looking for someone who can:

• Drive innovation and implement operational strategies that improve adherence, waiting times, and efficiency without compromising service levels.
• Understand complex product journeys - ideally with experience in manufacturing-to-consumer delivery processes within a regulated environment.
• Own and deliver a CX strategy with measurable improvements to satisfaction, feedback scores, and commercial outcomes.
• Leverage technology to enhance service while maintaining a personal, human touch.

The Successful Applicant

We're seeking a strategic and inspirational leader who can:

• Have held a Head of level role within a products style organisation
• Lead and develop teams to high performance in a contact centre environment.
• Navigate the complexities of regulated, multi-step customer journeys.
• Balance operational efficiency with exceptional service delivery.
• Influence stakeholders at all levels, including C-suite and PE investors.

What's on Offer

This is a senior leadership role in a privately owned but rapidly scaling business with significant investment. Many processes are evolving to meet today's scale and tomorrow's ambitions - you'll play a pivotal part in shaping that journey.



What You'll Get

• £80,000 salary
• A rare opportunity to make a strategic impact in a growing business
• Full ownership of the customer operation and experience strategy
• (Full time) On-site role based in Liverpool

Please note: Due to annual leave, applications will be reviewed from mid-August onwards. Please submit your application online, as further details cannot be shared at this stage.