Head of Customer Service

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Southampton; On-site; GBP 70,000 - 90,000; Full time

Job summary

A customer service solutions provider in the UK is seeking a leadership figure to transform their operations into a technology-led center of excellence. This pivotal role requires managing a dedicated team and controlling budgets to implement change. You will focus on enhancing performance and customer relationships, ensuring the services remain efficient and empathetic. The position presents an excellent succession opportunity within a supportive Senior Management team dedicated to meaningful impact.

Qualifications

• Proven experience in leadership roles within customer service sectors.
• Strong understanding of technology-led service operations.
• Ability to optimise performance and manage budgets effectively.

Responsibilities

• Lead a management team to improve operational performance.
• Enhance customer relationships through strategic initiatives.
• Control budget and resources for operational changes.
• Optimise workforce planning and customer journey processes.

Job description

Job Description

The Company

• A purpose‑driven, commercially sharp business where decisions genuinely impact lives.
• A leading provider of critical customer service solutions, supporting sectors where reliability and empathy are key.
• Backed by serious investment and on a journey to modernise how their services operate.

The Opportunity

This is a pivotal leadership role with genuine succession opportunity, within one of the UK’s largest service operations.

You’ll join a Senior Management team passionate about doing things right; for customers, colleagues, and the space they serve, and lead a contact and response centre encompassing critical service functions.

Your goal :

to take this operation and turn it into a technology‑led, insight‑driven centre of excellence.

You’ll optimise performance, strengthen customer relationships, and lead a transformation that makes the service smarter, faster, but without losing that critical human touch.

Lead a capable and committed management team and take total control of the budget and resources at your disposal, to make real change.

• Optimising workforce planning and process design.
• Embedding technology and rethinking customer journeys.

And more. Your role here is to …