Head of Customer Service

Page Personnel; Liverpool; On-site; GBP 70,000 - 90,000; Full time

Job summary

A rapidly growing business in Liverpool is seeking a strategic Head of Customer to lead customer operations across multiple channels. You will own the customer experience strategy and collaborate with teams to enhance service delivery. This leadership role requires experience in a regulated environment and a proven track record in managing customer journeys. Competitive salary and opportunity for impact are offered.

Benefits

Opportunity to make a strategic impact

Full ownership of customer operations

Qualifications

• Experience in a Head of role within a products style organization.
• Ability to lead and develop high-performance teams.
• Experience navigating complex, regulated customer journeys.

Responsibilities

• Own the customer strategy and enhance service delivery.
• Drive innovation in operational strategies to improve efficiency.
• Work closely with internal teams for a seamless experience.

Skills

Leadership in contact centre environment

Strategic thinking

Experience in regulated environments

Operational efficiency

Customer experience management

Job description

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• 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

• 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.