Head of Customer Services

Age UK West Sussex, Brighton and Hove; Haywards Heath; Hybrid; GBP 45,000; Full time

Job summary

Join a vibrant and values-driven organization as the Head of Customer Services, where you will lead a culture shift and enhance customer experience. This hybrid role offers the opportunity to work flexibly across various locations while making a lasting impact on the community. If you have a passion for customer service and transformation, and enjoy leading teams through change, this is the perfect opportunity for you. Be part of a supportive team that values your voice and contributions while working towards a common goal of improving lives for older people in the UK.

Benefits

Flexible working options

Ongoing professional development

28 days annual leave + bank holidays

Blue Light Card eligibility

BUPA Employee Assistance Programme

4% auto-enrolment pension

Cycle to Work Scheme

Electric Vehicle Scheme

Qualifications

• Proven track record in customer service and culture change.
• Experience in leading teams and strategic planning.

Responsibilities

• Design and deliver a consistent customer journey across services.
• Pioneer a customer-first culture and demonstrate exemplary leadership.

Skills

Customer Service

Leadership

Strategic Thinking

Data Analysis

Culture Change

Inclusion

Job description

Head of Customer Services

Hours: 37 hours a week

Salary: £44,100 per annum

Location: Hybrid/Flexible - we have buildings in Brighton, Haywards Heath, Burgess Hill, Horsham and Bognor Regis, giving flexibility to choose your main base - as well as the option for homeworking on occasions

Closing Date: Monday 19^th May, midday.

Are you a passionate leader with a flair for driving change?

We’re looking for an inspiring and experienced Head of Customer Services to lead a culture shift across Age UK West Sussex, Brighton & Hove. This brand-new role is your chance to shape and deliver our first customer-focused workplan, embedding outstanding customer service across all touchpoints. If you're someone who is energised by change, understands the power of great customer experience, and can bring teams with you - this could be the role for you.

We want to be the go-to charity for people as they age - and for their families and carers too. Whilst we’re proud of what we do and the difference we make, we know we can’t stand still. With an ageing population and stretched resources everywhere, we need smarter, more joined-up ways of working that enables the reach to be further and the impact to be greater.

You’ll spend time in our services and buildings to really understand how we operate, and you’ll need to work closely with staff and volunteers to embed a more consistent approach to customer service; one that is person-centred, informed by data and using the best tech and digital solutions. In return, we offer a chance to make a lasting impact in a visible and vital new role for us. This position involves travel across our sites, therefore a driving licence and access to your own car will help you hit the ground running.

What You’ll Do:

• Design and deliver a consistent customer journey that spans all our services
• Pioneer a customer-first culture and demonstrate exemplary leadership
• Harness tech and innovation to improve processes
• Champion our new membership programme, launched April 2025

What You’ll Bring:

• A proven track record in customer service, transformation and culture change
• Sharp strategic thinking, plus confidence working with data, compliance and KPIs
• Great people skills, you must be able to lead, coach, train and bring others with you
• A passion for inclusion and for building solutions that meet real-world needs

What We’ll Offer:

• An opportunity to create lasting impact across a well-loved and ambitious organisation
• A vibrant, values-driven culture where your voice matters
• A flexible, supportive team with big plans and a collaborative mindset
• Condensed hours may be considered after six months (note: job share not available)

Benefits

We value our team and offer a brilliant benefits package, including:

• Flexible working options
• Ongoing professional development
• 28 days annual leave + bank holidays (pro rata for part-time roles)
• Blue Light Card eligibility
• BUPA Employee Assistance Programme (EAP)
• 4% auto-enrolment pension with life assurance
• Cycle to Work Scheme
• Electric Vehicle Scheme

How to Apply

To apply, please read the full Job Description and get to know us at our website. Then, submit your tailored CV and a covering letter (no more than 3 pages) explaining how you meet the person specification. We love innovation (yes, we use AI too!), but most of all, we want to hear your voice.

If you have any questions, please do let us know and Jo Clarke will be happy to contact you.

Please note applications without a cover letter will not be shortlisted.

Alternatively you can download our application form from our website.

If you're shortlisted, we’ll carry out DBS and reference checks before appointment.

Please do let us know if you need any help with your application.

About AUKWSBH

We are known for our excellent work with older people in the UK. We are an ageing population, and many older people have no one else but us. We are passionate about inspiring and enabling people over 50 to Love Later Life.

We provide various services and activities within the community, helping people, their families and carers by providing opportunities for people to stay independent, have fun, socialise and build friendships. We also deliver some services for people over 18. We offer rewarding roles, flexibility and the chance to be part of an amazing team.

Diversity & Inclusion

We’re proud to be building a diverse and inclusive team that reflects the communities we serve. We want you to feel welcome, respected and able to be your full self—whether you’re applying, volunteering, or working with us.

If you need any adjustments during the recruitment process, just let us know—we’ll make it work for you.