Head of Customer Services

Impact Group; Highbridge; On-site; GBP 70,000 - 95,000; Full time

Job summary

Event Cup Solutions Ltd is seeking a Head of Customer Services to lead the Customer Services function and deliver a first-class customer experience across the journey. You will be a visible, hands-on leader driving relationships, account management, and service excellence for key strategic clients.

Your role will shape customer retention, satisfaction, and growth through proactive communication, regular reviews, and a customer-centric culture across the business.

Qualifications

• Proven experience managing key customer accounts and developing long-term relationships.
• Experience leading and developing internal customer service teams.
• Strong face-to-face relationship-building and stakeholder management skills.
• Excellent communication, negotiation, and interpersonal skills.
• Strong commercial awareness with a focus on customer retention and growth.
• Highly organised with planning and problem-solving capabilities.

Responsibilities

• Build and maintain strong relationships with key customer stakeholders through meetings and site visits.
• Escalation point and trusted advisor for key accounts with responsive service.
• Manage end-to-end customer accounts from onboarding to renewal and retention.
• Conduct regular account review meetings to evaluate service performance and opportunities.
• Identify process improvements to enhance efficiency and satisfaction.
• Prepare and analyse customer service reports for senior management.
• Contribute to customer retention strategies and commercial planning.
• Oversee day-to-day operation of the Customer Services function and team performance.
• Lead, coach, and develop the Customer Services team with clear standards.
• Foster accountability, collaboration, and continuous improvement.

Skills

Key account management

Leadership

Customer service

Relationship management

Communication

Strategic planning

Tools

CRM systems

Excel

Job description

At Event Cup Solutions Ltd, we’re redefining how live events operate by leading the UK’s shift toward high impact, sustainable reusable cup systems. We partner with the biggest stadiums, arenas, festivals and theatres across the country to slash single use waste, speed up service, and transform the guest experience through our innovative, rental based reusable cup model.

With state of the art nationwide wash and logistics hubs—equipped to clean and dry over 100 million cups every year,we deliver a fast, efficient and truly scalable operational service to venues of every size. As a ClimatePartner certified organisation and home of the ONE Planet ONE Chance® Reusable Cup System, we’re proud to help clients meet sustainability goals while elevating front of house performance.

Joining our team means stepping into a future focused business that’s growing quickly and innovating constantly.If you're passionate about operational excellence, sustainability, and making a visible impact at some of the UK’s most exciting events, you’ll thrive here.

Role Overview

We are seeking an experienced, customer-focused, and commercially minded Head of Customer Services to lead our Customer Services function to deliver first class Customer Experience.

The successful candidate will be a highly visible and hands‑on leader who leads by example through direct customer engagement, relationship building, and exceptional account management.

The role combines leadership of the Customer Services team with responsibility for delivering an outstanding customer experience across the entire customer journey. You will be responsible for the customer service management of several key strategic customers, developing trusted partnerships through regular face‑to‑face meetings, proactive communication, and a detailed understanding of each client's business requirements.

You will play a critical role in ensuring exceptional customer satisfaction, retention, service excellence, and long‑term growth whilst driving a customer‑centric culture throughout the business.

Regular travel throughout the UK will be required to maintain strong relationships with key strategic customer accounts.

Key Responsibilities

• Build and maintain strong, long‑term relationships with key customer stakeholders through regular meetings and site visits. Developing a detailed understanding of each customer's business, operational needs, objectives, and future requirements.
• Act as the primary escalation point and trusted advisor for key accounts, Providing a highly responsive and personalised service.
• Ensure the successful end‑to‑end management of customer accounts, from onboarding through to ongoing service delivery, customer account development to support contract renewal, and retention.
• Conduct regular account review meetings with customers to evaluate service performance, identify opportunities, and ensure exceptional levels of customer satisfaction.
• Identify process improvements that enhance both operational efficiency and customer satisfaction, developing action plans where improvements are required.
• Prepare and analyse customer service reports and provide insights to senior management.
• Contribute to customer retention strategies and commercial planning.
• Oversee the day‑to‑day operation of the Customer Services function, ensuring all customer interactions are handled professionally and consistently.
• Lead, motivate, coach, and develop the Customer Services team.
• Establish clear performance expectations and customer service standards.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Ensure resources are effectively managed to maintain high service standards.

Key Skills & Experience

• Proven experience managing key customer accounts and developing long‑term customer relationships.
• Previous experience leading and developing internal customer service teams.
• Strong face‑to‑face relationship‑building and stakeholder management skills.
• Excellent communication, negotiation, and interpersonal skills.
• Strong commercial awareness with a focus on customer retention and growth.
• Highly organised with excellent planning and problem‑solving capabilities.
• Proficient in Microsoft Office applications, including Excel, and CRM/customer management systems.
• Experience within a rental‑based business environment or an events, contract catering or warehousing industry would be desirable but not essential.

We welcome talent from all backgrounds, identities, and experiences—because diverse perspectives fuel innovation, strengthen our culture, and help us continue pushing boundaries in sustainability and live event operations.

If you’re passionate, driven, and ready to make an impact, you’ll find a place here. We’re proud to be an inclusive employer and we actively encourage applications from all suitable candidates.