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