Head of Customer Service

Head of Customer Service - £70,000 + Benefits - Birmingham | Hybrid (3 days office, 2 days home) Are you ready to lead a customer experience function where your decisions directly impact loyalty, retention and growth? Can you transform customer service into a function that delivers outstanding experiences while driving commercial results? We are working with a growing organisation looking for an experienced Head of Customer Service to lead their customer operation and shape the next stage of their customer experience strategy. This is a senior leadership role for someone who understands that great customer service goes beyond resolving issues — it builds trust, protects revenue and creates long-term customer relationships. The role You will take ownership of the customer service strategy and operation, leading a customer-focused leadership team and overseeing a multi-channel environment covering phone, email, live chat, social media and aftercare. You will improve service performance, develop operational excellence and ensure customers receive a consistent, high-quality experience at every touchpoint. You will also manage outsourced service partnerships, ensuring strong governance, performance management and seamless delivery. Key Responsibilities * Develop and deliver a customer service strategy aligned with business growth * Lead, coach and develop high-performing service teams * Improve customer satisfaction, quality and first-contact resolution * Use data and customer insight to identify improvements and opportunities * Own service reporting, KPIs and operational performance * Manage complex complaints and customer escalations * Improve processes to reduce customer effort and increase efficiency * Build strong relationships across the wider business and external partners About You You will have: * Proven experience leading senior customer service or contact-centre operations * Experience managing multi-channel customer environments and outsourced partners * Strong knowledge of customer experience, complaints and retention strategies * Experience using data, technology and reporting to drive improvements * Commercial awareness with the ability to balance customer outcomes and business goals * Strong leadership skills with the ability to influence senior stakeholders * Experience within retail, ecommerce, luxury, hospitality or another customer-focused sector would be beneficial. The Benefits * Hybrid working * Flexible hours * 25 days holiday plus bank holidays * Private healthcare and wellbeing benefits * Birthday day off * Enhanced family leave * Cycle to work scheme * Employee discounts and rewards If you are looking for a role where you can shape customer strategy, develop teams and make a measurable impact, we would love to hear from you