Head of Customer Service
At Careers+, we're pleased to present the opportunity for a Head of Customer Service. We're committed to connecting talented individuals with innovative companies, and we're eager to assist you in taking the next step in your career. Explore the details provided below and don't hesitate to contact us today for further information on this opportunity.
North East England | on-site Working | Full-time
A fast-growing consumer brand is seeking a Head of Customer Service to lead its customer support strategy across the UK, EU, and US markets. This is a key leadership role within a digitally native, international business focused on delivering exceptional customer experiences across e-commerce and retail channels.
About the Role
You will oversee the delivery of high-quality customer service across all support channels, fostering a culture of excellence, empathy, and continuous improvement. As the customer voice within the business, you’ll drive strategy, manage performance, and collaborate with teams across operations, product, and e-commerce to improve the full customer journey.
Key Responsibilities
Lead and develop the customer service team, ensuring SLAs and KPIs are consistently met
Create and execute strategies to enhance customer satisfaction, retention, and loyalty
Oversee customer insights and reporting to inform cross-functional improvements
Manage escalations, complex queries, and brand reputation with care and confidence
Implement customer support tools and technologies to streamline and modernise operations
Develop and refine customer service policies, FAQs, and processes to ensure consistency
Act as the internal champion for the customer experience across all regions and channels
What We’re Looking For
Proven leadership experience in a multi-channel customer service environment
A customer-first mindset with experience shaping and scaling service operations
Strong commercial awareness and experience working in a fast-paced, growth-focused business
Experience with support technologies (e.g., CRM, helpdesk, live chat platforms)
Excellent communication skills and a hands-on, proactive leadership style
Comfortable working cross-functionally to influence product and operational decisions
If you're passionate about customer excellence and thrive in a high-growth environment, this role offers the chance to make a real impact on a brand that’s expanding globally.
Apply now or reach out for a confidential conversation.
I'm interested
A fast-growing consumer brand is seeking a Head of Customer Service to lead its customer support strategy across the UK, EU, and US markets. This is a key leadership role within a digitally native, international business focused on delivering exceptional customer experiences across e-commerce and retail channels.
About the Role
You will oversee the delivery of high-quality customer service across all support channels, fostering a culture of excellence, empathy, and continuous improvement. As the customer voice within the business, you’ll drive strategy, manage performance, and collaborate with teams across operations, product, and e-commerce to improve the full customer journey.
Key Responsibilities
Lead and develop the customer service team, ensuring SLAs and KPIs are consistently met
Create and execute strategies to enhance customer satisfaction, retention, and loyalty
Oversee customer insights and reporting to inform cross-functional improvements
Manage escalations, complex queries, and brand reputation with care and confidence
Implement customer support tools and technologies to streamline and modernise operations
Develop and refine customer service policies, FAQs, and processes to ensure consistency
Act as the internal champion for the customer experience across all regions and channels
What We’re Looking For
Proven leadership experience in a multi-channel customer service environment
A customer-first mindset with experience shaping and scaling service operations
Strong commercial awareness and experience working in a fast-paced, growth-focused business
Experience with support technologies (e.g., CRM, helpdesk, live chat platforms)
Excellent communication skills and a hands-on, proactive leadership style
Comfortable working cross-functionally to influence product and operational decisions
If you're passionate about customer excellence and thrive in a high-growth environment, this role offers the chance to make a real impact on a brand that’s expanding globally.
Apply now or reach out for a confidential conversation.
