Head of Customer Service

JR United Kingdom; Sunderland; On-site; GBP 40,000 - 70,000; Full time

Job summary

A fast-growing consumer brand is seeking a Head of Customer Service to lead its strategy across the UK, EU, and US markets. This role involves overseeing high-quality customer service delivery, developing customer insights, and implementing modern support technologies to enhance customer experience. The successful candidate will have a proven leadership background in a customer service context and thrive in a fast-paced environment.

Qualifications

• Proven leadership experience in a multi-channel customer service environment.
• Experience shaping and scaling service operations.
• Experience with support technologies.

Responsibilities

• Lead and develop the customer service team, ensuring SLAs and KPIs are met.
• Create and execute strategies to enhance customer satisfaction.
• Manage escalations and complex queries.

Skills

Leadership

Customer-first mindset

Commercial awareness

Communication

Proactive leadership

Tools

CRM

Helpdesk platforms

Live chat platforms

Job description

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Head of Customer Service, sunderland, tyne and wear

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Client:

Location:

sunderland, tyne and wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

31.05.2025

Expiry Date:

15.07.2025

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Job Description:

North East England | on-site Working | Full-time

A fast-growing consumer brand is seeking a Head of Customer Service to lead its customer support strategy across the UK, EU, and US markets. This is a key leadership role within a digitally native, international business focused on delivering exceptional customer experiences across e-commerce and retail channels.

About the Role

You will oversee the delivery of high-quality customer service across all support channels, fostering a culture of excellence, empathy, and continuous improvement. As the customer voice within the business, you’ll drive strategy, manage performance, and collaborate with teams across operations, product, and e-commerce to improve the full customer journey.

Key Responsibilities

• Lead and develop the customer service team, ensuring SLAs and KPIs are consistently met
• Create and execute strategies to enhance customer satisfaction, retention, and loyalty
• Oversee customer insights and reporting to inform cross-functional improvements
• Manage escalations, complex queries, and brand reputation with care and confidence
• Implement customer support tools and technologies to streamline and modernise operations
• Develop and refine customer service policies, FAQs, and processes to ensure consistency
• Act as the internal champion for the customer experience across all regions and channels

What We’re Looking For

• Proven leadership experience in a multi-channel customer service environment
• A customer-first mindset with experience shaping and scaling service operations
• Strong commercial awareness and experience working in a fast-paced, growth-focused business
• Experience with support technologies (e.g., CRM, helpdesk, live chat platforms)
• Excellent communication skills and a hands-on, proactive leadership style
• Comfortable working cross-functionally to influence product and operational decisions

If you're passionate about customer excellence and thrive in a high-growth environment, this role offers the chance to make a real impact on a brand that’s expanding globally.

Apply now or reach out for a confidential conversation.