Head of customer service Work, Jobs in Catford, Gtl (with Salaries)

Head of Customer Support
Aptitude Software —London
- Weekend availability
- Hybrid work
- Analysis skills
- Leadership
- Communication skills
Quick apply
Head of Customer Operations
Redress Digital Services Ltd —London
- £5,800 - £7,200 a month
- Full-time
- CRM software
- English
- In-person
- Free parking
Quick apply
Head of Customer Service (12 months contract)
Deltatre —London
- Weekend availability
- Customer service
- Travel
- IT
Quick apply
Head of Fleet
KJ PCO RENTALS LTD —Enfield
- £40,000 - £55,000 a year
- Full-time
- Management
- Driving
- Organisational skills
- Health & wellbeing programme
Quick apply
9d
Head of Customer Success
Poolhouse Global Ltd —London
- £70,000 - £90,000 a year
- Hybrid work
- Hospitality
- Continuous improvement
- Employee assistance programme
- Employee discount
Quick apply
1d
Head of Customer Success
Foundation Partners —London
- £65,000 - £80,000 a year
- Hybrid work
- Sales
- English
- Leadership
- Annual leave
- Employee discount
Quick apply
6d
Head of Customer Experience
Galeta —London
- £60,000 - £70,000 a year
- Full-time
- CRM software
- Hospitality
- Management
- Employee discount
Quick apply
7d
Head of Customer Value
Hearst Media Services —London
- £67,500 - £72,500 a year
- Full-time
- Customer service
- Leadership
- Employee discount
Facilities & Travel Coordinator
Air Charter Service —Surbiton
- £35,000 a year
- Weekend availability
- Microsoft Powerpoint
- Hospitality
- Customer service
- Annual leave
- Gym membership
Quick apply
14d
Head of Projects
Pinnacle Group —London
- £75,000 a year
- Hybrid work
- Travel
- Contracts
- Annual leave
- Employee assistance programme
Quick apply
8d
Enforcement Agent - East London
Dukes Bailiffs Limited —East London
- £32,500 - £100,000 a year
- Full-time
- Leadership
- Communication skills
- Negotiation
- Health & wellbeing programme
- Flexitime
Quick apply
Head of Alumni and Supporter Voice
University College London —London
- £54,931 - £64,644 a year
- Full-time
- Hybrid work
- Communication skills
- Annual leave
- Employee assistance programme
Head of Customer Experience
Stellify —London
- £95,000 - £110,000 a year
- Hybrid work
- Serving
4d
Head Of Customer Experience
Five Guys UK —London
- Up to £70,000 a year
- Hospitality
- Customer service
- Leadership
- Employee discount
Head of Risk Control
The Travelers Companies, Inc. —London
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Health & wellbeing programme
Head of UK and MEA Treaty Claims
SCOR —London
- Microsoft Powerpoint
- Management
- Analysis skills
Head of Operations
StrideUp —London
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Financial services
- Life insurance
Quick apply
Head of Enhanced Due Diligence and Complex Cases
Metro Bank PLC —Holborn
- Hybrid work
- Management
- Analysis skills
- No degree
Head of Operations
Sessions —London
- £65,000 - £75,000 a year
- Hybrid work
- Hospitality
- Management
- English
- Employee assistance programme
Quick apply
Group Head of IT Service Management
Odevo —London
- Hybrid work
- English
- Presentation skills
- Bachelor's degree
Quick apply

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head of customer service jobs near catford, gtl

Head of Customer Support

Aptitude Software -
London

Quick apply

Job details

Full-time

Qualifications

Jira
Analysis skills
Zendesk
B2B
ServiceNow
Customer support
SaaS
Leadership
Communication skills

Full job description

Job Title: Head of Customer Support

Location: London (Hybrid with Minimum 2 days a week in the office)

Hours: 37.5 hours per week including some weekends and bank holidays

About the Job

Aptitude is hiring a Head of Customer Support to transform and lead our global Customer Support function as the business continues its transition to SaaS and drives Fynapse-led growth.

As the owner of the global support operating model, which will include day-to-day support performance, customer escalation governance, and the continuous improvement agenda, you will use your proven track record of experience to deliver faster, clearer, and more consistent outcomes for our enterprise customers.

The depth of expertise you have gained in similar roles will be a real asset in this hands-on leadership role with the successful candidate bringing their knowledge and experience to inspect operational detail, remove process friction, coach and upskill the team, strengthen the interface with Product and Engineering, and use data, automation, and AI selectively to improve service quality and scale.

As an experienced Head of Customer Support, you will bring your enterprise B2B SaaS support experience, strong operational discipline, credible stakeholder management, and demonstrate an ability to operate across complex customers, contractual SLAs, product defects, cloud operations, and global time zones.

Key Responsibilities

Strategy & Operating Model

Define and implement a global support strategy, operating model, and service framework aligned to business priorities.
Establish clear roles, decision rights, escalation paths, and a continuous improvement roadmap.

Support Delivery & Performance

Own end-to-end support operations including SLAs, queue management, prioritisation, backlog health, and escalation handling.
Drive improvements in response and resolution times, reducing backlog and ticket aging.
Ensure consistent, high-quality customer communication across incidents, defects, and service updates.

Cross-Functional Collaboration

Partner with Product, Engineering, Cloud Operations, and Customer Success to resolve defects, manage releases, and address recurring issues.
Strengthen feedback loops to ensure customer insights and root causes inform product and service improvements.

Process, Tooling & Automation

Optimise support processes, workflows, and tooling to improve efficiency and consistency.
Leverage AI, automation, analytics, and self-service to enhance triage, routing, and knowledge management.

Performance & Insight

Implement a robust performance framework using metrics such as SLA attainment, response/resolution times, CSAT, backlog, and escalation trends.
Translate support data into actionable insights and continuous improvement initiatives.

People Leadership

Build, lead, and develop a high-performing support team with strong technical, customer, and analytical capabilities.
Foster a culture of accountability, ownership, and customer-centricity.

Customer Experience & Cost Efficiency

Act as an executive escalation point for critical issues.
Reduce cost-to-serve while maintaining enterprise-grade service quality and customer trust.

Skills, knowledge and experience

Essential

Proven leadership of enterprise B2B SaaS support teams managing complex products and high-value customers.
Track record of transforming support operations, improving SLAs, reducing backlog, and enhancing resolution quality.
Strong understanding of cross-functional support models across Product, Engineering, Cloud Operations, Customer Success, Services, and Commercial teams.
Experience handling senior customer escalations with professionalism, structure, and clear communication.
Strong analytical skills, with the ability to define metrics, identify trends, and drive root-cause improvements.
Experience with support platforms such as Jira Service Management, Zendesk, ServiceNow, Salesforce Service Cloud, or similar.
Demonstrated use of knowledge management, automation, self-service, and AI to improve support efficiency and scale.
Excellent leadership, coaching, and team development capability.
Strong written and verbal communication skills, including executive-level reporting and customer updates.
Comfortable operating in a hands-on role spanning strategy, operations, and people leadership.

Desirable

Experience with financial software, ERP, revenue management, or other mission-critical enterprise platforms.
Experience supporting global customers across multiple time zones (including APAC and North America).
Background in SaaS transformation, including migration from on-premise to cloud-based support models.
Experience designing tiered support offerings, managed services, or premium support models.
Experience working in organisations undergoing change, transformation, or rapid growth.

Quick apply

Refine Your Search

head of customer service jobs in catford, gtl

Head of Customer Support

Head of Customer Operations

Head of Customer Service (12 months contract)

Head of Fleet

Head of Customer Success

Head of Customer Success

Head of Customer Experience

Head of Customer Value

Facilities & Travel Coordinator

Head of Projects

Enforcement Agent - East London

Head of Alumni and Supporter Voice

Head of Customer Experience

Head Of Customer Experience

Head of Risk Control

Head of UK and MEA Treaty Claims

Head of Operations

Head of Enhanced Due Diligence and Complex Cases

Head of Operations

Group Head of IT Service Management

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