Head of Customer Services, ICIS (Hybrid)

RELX; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading company in the UK is seeking a dynamic Head of Customer Services to lead customer success, training, and support teams. This role focuses on delivering an exceptional customer experience while fostering a high-performance culture. The ideal candidate will have substantial experience in customer-facing roles, particularly within SaaS, and a strong track record of operational excellence and strategic leadership.

Qualifications

• Considerable experience in leadership roles within Customer Success or Customer Service.
• Proven ability to scale global customer-facing operations.
• Strong analytical skills with a data-driven mindset.

Responsibilities

• Lead and elevate global customer-facing teams, ensuring high-quality customer experience.
• Drive operational efficiency through streamlined processes and AI-enabled tools.
• Collaborate with Product, Sales, Marketing, and Technology to advocate for the customer.

Skills

Strategic Leadership

Operational Excellence

Analytical Skills

Team Management

Customer Engagement

Education

Experience in Customer Success or Customer Service

Experience at Senior Level in SaaS or Technology

Tools

CRM Systems

Support Platforms

Performance Management Tools

Job description

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Head of Customer Services, ICIS (Hybrid), Surrey

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Client:

RELX

Location:

Surrey, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

161130865a0b

Job Views:

5

Posted:

29.06.2025

Expiry Date:

13.08.2025

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Job Description:

About the Role

We are seeking a dynamic, strategic, and customer focused Head of Customer Service to lead and elevate our global customer-facing teams including Customer Success, Training, and Customer Support.

The role is critical to delivering a consistent, high-quality customer experience while fostering a high-performance culture that is agile, proactive, and aligned with evolving customer expectations.

We’re looking for a results-driven leader who combines operational expertise with strategic vision, capable of driving innovation and continuous improvement across all customer touchpoints.

Responsibilities

Strategic Leadership & High-Performance Team Management

• Develop, adapt, and continuously improve a forward-looking customer service strategy that evolves with customer needs, market trends, and business goals.
• Inspire and lead high-performing teams by setting clear objectives, measuring performance through meaningful KPIs, and fostering a culture of accountability, excellence, and continuous learning.
• Provide hands-on leadership to managers across Customer Success, Training, and Support (including 1st line and Technical Support)—ensuring alignment and collaboration across functions.
• Design and execute tailored customer engagement strategies to serve our diverse, international customer base, ensuring scalable solutions that deliver value at every stage of the customer lifecycle.
• Drive a training strategy that supports customer engagement while also acting as a growth lever for engaging new prospects and markets

Operational Excellence & Innovation

• Champion operational efficiency through streamlined processes, automation, and effective use of AI-enabled customer service tools, particularly in self-service capabilities.
• Maintain a robust Customer Success framework that enhances retention, loyalty, and growth, ensuring standardised processes and best practices that deliver measurable impact
• Deliver against performance targets and operational metrics while maintaining a laser focus on improving customer satisfaction and team productivity
• Proactively identify areas for improvement and lead cross-functional initiatives that drive innovation and service differentiation.

Cross-Functional Collaboration & Strategic Influence

• Serve as a powerful advocate for the customer across the organisation—working closely with Product, Sales, Marketing, and Technology to ensure the customer voice informs key decisions and strategic priorities.
• Influence and participate in strategic business planning, ensuring customer service goals are fully aligned with broader organisational objectives.
• Promote and embed a customer-first mindset across all levels of the business, contributing to ICIS’s positioning as a trusted, customer-led organisation.

Requirements

• Considerable experience in Customer Success, Customer Service, or related roles, with some experience at a senior or head-of-function level, ideally within SaaS or technology.
• Demonstrated success in scaling and transforming customer-facing operations for a global customer base.
• Proven ability to build and lead diverse, distributed teams across multiple customer service disciplines.
• A data-driven mindset with strong analytical and decision-making skills, including experience with CRM systems, support platforms, and performance management tools.
• A track record of fostering high-performing cultures, with a passion for mentoring, coaching, and empowering teams to excel.
• Ability to operate with agility, resilience, and clarity under pressure—thriving in a constantly evolving, high-growth environment.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.

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