Head of Customer Services - Lead & Transform (Nottingham)

Xma; Nottingham; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5y

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is seeking an experienced Head of Customer Services to lead and inspire a high-performing team in Nottingham. This hands-on leadership role combines people leadership with operational delivery, ensuring excellent service levels while protecting commercial interests.

You'll use data and Power BI to drive capacity planning, identify risks, and implement improvements. Strong stakeholder management and post-sales process experience are essential.

Qualifications

• Significant experience leading a Customer Services or Customer Operations function.
• Strong people leadership, coaching and performance-management experience.
• Experience managing high-volume operations, SLAs, workloads and backlogs.
• Good commercial awareness across post-sales processes such as credits, returns, invoices.
• Proven ability to use management information and operational data to drive decisions.
• Experience with customer service, ERP or ticket-management systems.

Responsibilities

• Lead and develop the Customer Services team (6-8 people).
• Own day-to-day customer service operation and ensure service levels are met.
• Manage escalations and service recovery for strategic customers.
• Drive continuous improvement through data analysis, root-cause analysis and process standardisation.
• Lead daily operational reviews and monthly service reporting.
• Build strong cross-functional relationships to improve customer outcomes.

Skills

People leadership

Operational delivery

KPIs & data-driven improvements

Power BI experience

Stakeholder management

Tools

ERP systems

Ivanti

Prism

Power BI

Job description

XMA is seeking an experienced Head of Customer Services to lead and inspire a high-performing team in Nottingham. This hands-on leadership role combines people leadership with operational delivery, ensuring excellent service levels while protecting commercial interests.

You'll use data and Power BI to drive capacity planning, identify risks, and implement improvements. Strong stakeholder management and post-sales process experience are essential.