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    Home » Head of Customer Service

    Head of Customer Service

    05/08/20252 Mins Read
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    • Full Time
    • Permanent
    • Liverpool
    • Posted 2 days ago
    • £72,000 - £80,000 per year GBP / Year

    About Our Client

    As Head of Customer, you will lead the entire customer operation, overseeing:

    • A multi-channel contact centre (digital, telephony, email, and admin)
    • Full product journey management – from initial enquiry to delivery, aftercare, and repeat orders.
    • Specialist teams including Training, Quality, Resource Planning, and Digital Experience.

    Job Description

    You will own the customer strategy and work closely with internal teams – including Warehouse, Logistics, and Sales – to ensure a consistent, seamless customer experience. Reporting directly to the C-suite and working with PE partners, you will also hold accountability to the regulator, ensuring all customer compliance and recommendations exceed expectations.This is a hands-on leadership role where you can make a real impact on every advisor and customer. We’re looking for someone who can:

    • Drive innovation and implement operational strategies that improve adherence, waiting times, and efficiency without compromising service levels.
    • Understand complex product journeys – ideally with experience in manufacturing-to-consumer delivery processes within a regulated environment.
    • Own and deliver a CX strategy with measurable improvements to satisfaction, feedback scores, and commercial outcomes.
    • Leverage technology to enhance service while maintaining a personal, human touch.

    The Successful Applicant

    We’re seeking a strategic and inspirational leader who can:

    • Have held a Head of level role within a products style organisation
    • Lead and develop teams to high performance in a contact centre environment.
    • Navigate the complexities of regulated, multi-step customer journeys.
    • Balance operational efficiency with exceptional service delivery.
    • Influence stakeholders at all levels, including C-suite and PE investors.

    What’s on Offer

    This is a senior leadership role in a privately owned but rapidly scaling business with significant investment. Many processes are evolving to meet today’s scale and tomorrow’s ambitions – you’ll play a pivotal part in shaping that journey. What You’ll Get

    • £80,000 salary
    • A rare opportunity to make a strategic impact in a growing business
    • Full ownership of the customer operation and experience strategy
    • (Full time) On-site role based in Liverpool

    Please note: Due to annual leave, applications will be reviewed from mid-August onwards. Please submit your application online, as further details cannot be shared at this stage.

    Contact
    Katy Bevan
    Quote job ref
    JN-072025-6802791
    Phone number
    +44 151 255 3751

    To apply for this job please visit www.michaelpage.co.uk.

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