Head of Customer Services

Langley Structures Ltd; Daventry; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading company in England is seeking a Head of Customer Services to develop and lead the customer service function across various entities. The ideal candidate will manage a team, oversee multi-channel support, and drive improvements in customer satisfaction through effective systems and processes. Required qualifications include a degree in Business or related discipline and proven leadership experience. The role offers an attractive salary, excellent benefits, and opportunities for career progression.

Benefits

25 days of holiday per annum

Pension

Life Assurance

Private Medical Insurance

Free Eye Tests

Qualifications

• Degree in Business, Customer Service Management, or related discipline (desirable).
• Professional customer service or leadership qualification (desirable).

Responsibilities

• Lead and develop the customer service function across the group.
• Manage and mentor the sales administration team.
• Oversee multi-channel customer support.
• Drive continuous improvement in service processes and systems.
• Implement and optimise CRM systems.

Skills

Customer Satisfaction

Response & Resolution Times

CRM Utilisation

Team Performance

Stakeholder Feedback

Education

Degree in Business or related discipline

Professional customer service or leadership qualification

Tools

Microsoft Dynamics

Salesforce

Job description

Head of Customer Services | Cavello Group

Location: Daventry

Salary: Attractive

Contract Basis: Full-time, Permanent

Our Mission

Our industry-leading people, systems, and services promote trust and peace of mind. We use our expertise to design, install and construct sustainable solutions with environmental, social, and economic benefits.

Our Vision

Innovation for better living.

Job Purpose

To lead and develop the customer service function across Cavello Group, starting with the Langley Waterproofing Sales Administration team and expanding to cover all group entities. The role will focus on delivering exceptional customer experience, driving process improvements, and implementing best-in-class service standards across multiple channels.

Key Accountabilities

• Develop and implement a group-wide customer service strategy aligned with business objectives.
• Manage and mentor the Langley Waterproofing Sales Administration team, ensuring high performance and professional development.
• Oversee multi-channel customer support (phone, email, digital), ensuring timely and effective responses.
• Drive continuous improvement in customer service processes, systems, and reporting.
• Implement and optimise CRM systems to enhance customer engagement and data accuracy.
• Monitor and improve customer satisfaction metrics across all entities.
• Collaborate with sales, operations, and finance teams to ensure seamless customer experience.
• Lead escalation and complaint resolution processes, ensuring root cause analysis and corrective actions.
• Prepare and present regular performance reports to senior leadership.

As a Langley Employee You Will Be Expected To

• Safety
• Purpose
• Innovation
• Responsibility
• Expertise

Ensure that you fully understand the company and department business plan and how these impact your day–to–day responsibilities.

Always maintain a smart and professional appearance and ensure that you wear suitable personal protective equipment during on‑site activities provided by the business.

Liaise with your line manager to ensure you understand your objectives and goals.

Liaise and communicate with internal colleagues positively and proactively.

Qualifications

• Degree in Business, Customer Service Management, or related discipline (desirable).
• Professional customer service or leadership qualification (desirable).

Experience

• Proven experience in a senior customer service leadership role.
• Strong understanding of customer service best practices and process optimisation.
• Excellent leadership and team development skills.
• Ability to manage complex, multi‑entity customer service operations.
• Experience in the roofing/waterproofing market is desirable but not essential.
• Experience with CRM tools such as Microsoft Dynamics, Salesforce, or similar is essential.
• Strong analytical and problem‑solving skills.
• Excellent communication and stakeholder engagement capabilities.

Skills And Abilities

• Customer Satisfaction: Achieve agreed customer satisfaction score targets across all entities.
• Response & Resolution Times: Maintain or improve service‑level agreements for response and resolution.
• Complaint Reduction: Reduce complaint volumes through proactive process improvements.
• CRM Utilisation: Ensure full adoption and optimisation of CRM tools across the group.
• Team Performance: Positive engagement scores and achievement of departmental KPIs.
• Stakeholder Feedback: Positive feedback from internal and external stakeholders.

Salary And Benefits

An exciting opportunity to work for a well‑established company that offers excellent career progression opportunities.

An Excellent Benefits Package, Including

• 25 days of holiday per annum in addition to the standard statutory days (mandatory 3 days to be saved for Christmas)
• Buy and Sell Leave Policy
• Pension
• Life Assurance
• Incapacity benefit
• Private Medical Insurance
• Employee Assistance Programme
• EV Salary Sacrifice Car Scheme
• Cycle-to-work Scheme
• Free Eye Tests
• Free Parking
• Annual health check (subject to the policy)
• 2 x volunteering days per year

How To Apply

Click Apply Now and complete the required fields on the application form. Confirmation that we have received your application will come from [e-mail].

If you have not received further communication from us within 4 weeks of the closing date, please assume that you have not been shortlisted for this vacancy.

We encourage applications from people from diverse backgrounds and groups, as well as people with disabilities.

Closing Date: 19/12/25