Head of Customer Service

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading outdoor lifestyle brand in Newcastle-upon-Tyne is seeking a Head of Customer Service to drive customer experience and team performance. This role is crucial for scaling the business, requiring a strategic leader with a background in e-commerce and a hands-on approach to leadership. Significant growth opportunities are available for the right candidate.

Qualifications

• Experience in managing customer service teams.
• Ability to develop customer experience strategies.
• Hands-on leadership with a can-do attitude.

Responsibilities

• Develop and implement customer experience strategies.
• Manage team performance and operations.
• Handle crisis and escalation situations.

Skills

Customer Experience Strategy

Team Development

Operations Management

Crisis Handling

Policy Development

Education

Background in e-commerce

Experience in start-up or scale-up

Job description

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Head of Customer Service, Newcastle-upon-Tyne, Tyne and Wear

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Client:

Central Employment

Location:

Newcastle-upon-Tyne, Tyne and Wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

1

Posted:

25.05.2025

Expiry Date:

09.07.2025

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Job Description:

Central is proud to be working with an outdoor lifestyle brand based in the North East. Having enjoyed significant success since their launch less than 10 years ago, they are now developing their brand into new product areas and expanding into new geographies beyond the UK and US.

Customer experience is key to their success as an ecommerce and B2B brand, making this role critical.

As Head of Customer Service, you will be responsible at both strategic and operational levels for:

• Customer Experience Strategy
• Team Development & Performance
• Operations Management
• Customer Insight & Feedback
• Crisis & Escalation Handling
• Policy & Process Development
• Advocacy and Engagement

A full candidate pack is available following an initial conversation with Central. The role requires an individual capable of managing the fast pace of a scaling business, with autonomy to run their own function and a hands-on, can-do attitude to leadership.

Given the company's stage of development, there are significant opportunities for individuals willing to grow with the team.

A background in e-commerce and/or consumer brands would be highly beneficial, as would experience in a start-up, scale-up, or SME.