Head of Customer Services – Lead Team & Strategy

About the role

As Head of Customer Services you will lead the customer service team, ensuring smooth day‑to‑day operations and delivering exceptional service. You will shape strategies to improve customer satisfaction and support the company’s overall goals.

Key responsibilities

• Lead and manage the customer service team to provide high‑quality support.
• Develop and implement strategies that enhance customer satisfaction.
• Monitor and analyse customer feedback to identify improvement areas.
• Ensure compliance with company policies and industry standards.
• Collaborate with other departments to address customer concerns effectively.
• Oversee training and development programmes for the team.
• Prepare regular performance reports and service initiatives.
• Handle escalated customer issues to ensure swift resolution.

Required profile

• Proven leadership experience in customer service.
• Strong problem‑solving and decision‑making abilities.
• Excellent communication and interpersonal skills.
• Experience developing and implementing customer service strategies.
• Ability to analyse data to improve satisfaction and performance.
• Knowledge of industry regulations and best practices.

Required skills

What we offer

• Competitive salary of approximately £100,000 per year.
• Performance‑driven bonus and benefits package.