Head of Customer Service

DwyerOmega EMEA; Manchester; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading global instrumentation firm in Manchester is seeking a Head of Customer Service – EMEA. This pivotal role focuses on leading a customer service organization across multiple locations, ensuring high-quality service delivery and operational excellence. You will direct approximately 50 professionals and work closely with various teams to enhance customer satisfaction and drive sustainable improvements. Join us to make a meaningful impact in a values-driven environment that prioritizes quality and continuous growth.

Qualifications

• Proven experience in leading multi-site customer service teams.
• Strong background in industrial or manufacturing settings.
• Demonstrated ability to drive service improvement and change.

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 and KPIs across the region.
• Drive continuous improvement in service performance.

Skills

Leadership

Customer Service Management

Cross-functional Collaboration

Continuous Improvement

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.