Head of Customer Service (Highly confidential) - #2126184

The Head of Customer Experience is responsible for shaping and delivering a customer-led strategy across the commercial function, ensuring a seamless, consistent, and high-quality experience across all customer touchpoints

Client Details

A highly successful business

Description

· Define and deliver a clear Customer Experience (CX) strategy and roadmap, including priority projects, owners, timelines, and success measures

· Map the end-to-end customer journey for revenue stream customers, identifying moments that drive satisfaction, churn, complaints or additional cost-to-serve

· Develop and implement a structured onboarding process for new customers, ensuring clear handover from Sales, accurate account set-up, agreed communication routines, first-order support, credit and delivery expectations, and early-life service checks

· Embed a customer-first culture across the commercial organisation by agreeing common service principles, communication standards and escalation/approval routes

· Act as the voice of the customer at leadership level, using insight, complaint themes and operational performance data to shape commercial priorities

• Provide leadership and direction to:
  • Group Customer Services Manager
  • Customer Services Manager
  • Customer Feedback for the business

· Own the Voice of Customer (VoC) framework, including surveys, customer calls, complaint themes, service data, sales feedback and structured feedback from key accounts

· Ensure structured collection and analysis of:

o Customer feedback, including CSAT, NPS and onboarding satisfaction

o Complaints, including root cause, resolution ownership, recurrence and customer impact

o Service performance data, including response times, SLA achievement, order accuracy, credit/rework levels and first-contact resolution

Operational Excellence, Order Accuracy & Compliance

Continuous Improvement

Customer Channels & Experience Consistency

Leadership & Capability

Profile

· Proven experience in a customer experience, service, or commercial leadership role

· Experience managing operational teams and driving performance

· Track record of delivering customer-led improvements and transformation

· Experience improving operational processes, service controls, order accuracy, compliance discipline or cross-functional ways of working

Job Offer

Monday to Friday 8-5pm

£65K Salary

Benefits

ER 10% and EE 5%

Car Allowance £4K

5 times Life Cover

Bupa Health Cover